Customer Service Agent

Job Description

Job Description

About Us

Empire Auto Parts is a leading, fast growing provider of aftermarket collision automobile parts to primarily independent body shops, multi-shop operators, and dealer-operated body shops across more than 25 states throughout the Northeast, Mid-Atlantic and Southeast regions. Founded in 1985 and headquartered in Totowa, NJ, the company has over 50 locations and employs over 900 team members.

Department

Customer Service

Job Summary

The Customer Service Agent is a key link between the company and its customer base of collision repair shops in the region. The Customer Service Agent will play a crucial role in ensuring exceptional customer service and long-term satisfaction of our customers.

Supervisory Responsibilities

None

Duties/Responsibilities

• Product Expertise: Develop and maintain in-depth knowledge of auto collision parts and products, including features, benefits, and installation.

• Customer Inquiries: Respond to customer questions regarding part compatibility, pricing, availability, and shipping, primarily over the phone.

• Order Processing: Efficiently process customer orders, returns, and exchanges, ensuring accuracy and customer satisfaction.

• Issue Resolution: Handle customer complaints or issues, providing timely solutions or escalating to management when necessary.

• Inventory Awareness: Stay informed about inventory levels and product updates to provide accurate information to customers.

• Collaboration with Teams: Work closely with warehouse, shipping, dispatch, and other departments to ensure seamless order fulfillment.

• Feedback Collection: Collect customer feedback and suggest improvements in products, services, or processes to management

Required Skills/Abilities

• High school diploma or equivalent; automotive parts or collision repair training is a plus.

• Experience in customer service, preferably in the automotive or collision repair industry.

• Strong understanding of automotive parts and their applications.

• Proficiency in CRM software and order management systems.

• Excellent communication and interpersonal skills.

• Technical aptitude with automotive parts and repair processes.

• Attention to detail and accuracy in order processing.

• Strong problem-solving and negotiation skills.

• Ability to multitask and prioritize in a fast-paced environment.

Personal/Professional Attributes

• Empathy: Understanding and sharing the feelings of customers, especially when they are facing challenges with their vehicles.

• Patience: Remaining calm and patient when dealing with frustrated or confused customers.

• Adaptability: Flexibility in handling various types of customers and adapting to changing products and industry trends.

• Stress Tolerance: Ability to maintain composure and effectiveness under pressure.

• Team Player: Working cooperatively with other team members and departments.

• Product Knowledge: Deep understanding of auto collision parts and their applications.

• Technical Skills: Proficiency in CRM systems, order processing software, and other relevant computer applications.

• Industry Awareness: Keeping up-to-date with trends and changes in the aftermarket auto collision parts industry.

• Organizational Skills: Effectively managing tasks and priorities to meet customer needs and business objectives.

• Professionalism: Maintaining a high level of professional conduct and representing the company positively.

• Continuous Learning: Willingness to engage in ongoing learning about new products, technologies, and customer service techniques.

• Integrity: Maintain honest transparency with customers in relation to product pricing, free of damage parts, delivery times, and part availability.

Physical Requirements

Travel Requirements

Commitment to Diversity

Empire Auto Parts is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.