Customer Service Rep

Job Description

Job Description

Position Description: ABOUT TEAM ALLIED DISTRIBUTION
Founded in 1976, Team Allied Distribution is the country’s leading independent warehouse distributor of automotive exhaust, with over 390,000 square feet of warehouse capacity throughout 29 facilities strategically located in the Western and Midwestern United States. It is a 100% employee-owned company with over 220 employee-owners. Team Allied prides itself on delivering premium-quality products, competitive pricing, fast-paced logistical services, and first-class customer service!
BENEFITS PACKAGE
Team Allied Distribution provides a comprehensive benefits package, including medical, dental, vision, life, and AD&D insurance, as well as a 401(k) plan and an Employee Stock Ownership Plan (ESOP). As a 100% employee-owned company, we take pride in fostering a team of dedicated, innovative professionals motivated by ambitious goals.
EMPLOYEE STOCK OWNERSHIP PLAN (ESOP)
The Employee Stock Ownership Plan, commonly known as an ESOP, is a retirement benefit for all employee-owners. Similar to a 401K, only better! The ESOP grants company stock to all eligible employee-owners and allocates the stock into a trust account as part of their future retirement fund. The ESOP is a fantastic benefit because employee-owners contribute no personal funds to the plan.
JOB DESCRIPTION
This role involves managing inbound product inquiries, addressing customer service concerns, and conducting effective outbound sales efforts to drive revenue growth for the company. Handles general inquiries, solves problems, and provides information about products and services. Offers technical support, often involving fitment inquiries, warranty claims, or product recommendations. Analyzes and improves customer service processes, often using customer feedback to identify areas for improvement.
ESSENTIAL JOB DUTIES & RESPONSIBILITIES
• Process customer order files and provide tracking and delivery updates in the required formats.
• Respond to incoming customer inquiries about specific products based on vehicle year, make, model, and type.
• Address general customer service concerns and deliver prompt, effective solutions tailored to customer needs.
• Conduct outbound sales calls to current and prospective customers to generate business.
• Analyze existing customer accounts to identify and capitalize on new sales opportunities.
• Responsible for identifying opportunities to upsell, capitalize on promotions, and effectively cross-sell products to enhance customer satisfaction and drive additional revenue.
SKILLS & QUALIFICATIONS
• Prior experience in customer service is required.
• Strong knowledge of customer service principles and processes, including needs assessment, quality standards, and customer satisfaction evaluation.
• Excellent active listening and communication skills.
• Strong organizational and time-management abilities.
• Proficiency in Microsoft Office applications.
• Familiarity with inventory management software is not mandatory but preferred.
• Being an automotive performance enthusiast is a plus!
• Bilingual (English/Spanish) is not mandatory, but it is a plus!
• Capability to maintain focus for 8 hours per day on the phones and in front of a computer.
EDUCATION
• High School Diploma, GED, or Equivalent.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations are available upon request for individuals with disabilities to perform work duties. This position provides a dynamic work environment with opportunities for professional development while contributing to exceptional service and operational success. Office setting: 80%. Warehouse setting: 20%
PHYSICAL DEMANDS & ABILITIES
The physical demands described are representative of those required to perform the essential functions of this role effectively. Reasonable accommodations will be provided to enable individuals with disabilities to meet these requirements.
• Extended periods of sitting: Primarily working at a desk, on the phone, and/or computer station. Frequent use of hands: Typing, handling documents, and using office equipment. Occasional lifting: Handling materials or supplies up to a certain weight, typically around 10-20 lbs. Good vision: Ability to read computer screens, documents, and other materials. Stamina: Managing high volumes of calls or interactions without significant breaks.
• Repetitive motions: Performing repetitive tasks such as typing or using a mouse. Flexibility: May need to shift between tasks and adapt to a dynamic work environment. Physical activities using arms, legs, and the full body, including climbing, balancing, walking, stooping, and material handling.
Team Allied reserves the right to modify this job description at any time based on business needs.