Senior Customer Service Representative

SUMMARY SUMMARY: Under minimal direction, the CSR Specialist is responsible for calls of a non‑routine nature that require deviation from standardized procedures. This role handles situations that may require additional research depending upon customer response. The CSR Specialist has extensive knowledge of the company's products and services or industry. This role ensures customer expectations are accurately determined and fully met. The CSR Specialist develops and broadens relationships within customer organization to fully understand needs and wants. The CSR Specialist functions as the inside half of the sales team to ensure transactions are error free and provides guidance and technical advice to less experienced Customer Service Representatives. JOB DUTIES Responds to customer inquiries, provides quotes and takes customer orders via telephone, fax, email, electronic methods or walk‑in (counter sales). Due to experience & training, may handle the most complex inquiries. Relates to all technical customer support activities within the business, call centre, field and business processing. Performs various business support activities including identifying, enhancing, and following specific processes and procedures to maximize the efficiency of the business. Serves as a Subject Matter Expert on one or more technical products. Proactively generates sales by actively promoting Motion’s products to existing customers. Responsible for selling Motion’s products and services by understanding customer needs and meeting their requirements. Influences Motion’s Gross Profit through negotiating the sale price and purchase price within certain parameters. May adjust non‑contract customer pricing to meet the demands of the customer based on competition, while maximizing the profit for Motion. Maintains effective relationships with current and potential customers, resolves customer queries, ensures billing and collection, and facilitates customer requests in an efficient and timely manner. Orders items to ensure appropriate inventory levels are maintained for customers. May place orders without approval for orders up to $25,000 per line and $50,000 per Purchase Order. Expedites backorders. May pull inventory and prepare order for shipment to customer. Responsible for sourcing products in branch inventory, Distribution Center inventory or supplier inventory. Determines the most cost‑effective method to fulfil customer orders. May handle customer returns. Partners with Account Representatives to ensure customer satisfaction. Provides coaching, guidance and direction to less experienced Customer Service Representatives. Assists less experienced Customer Service Representatives with addressing customer needs; especially technical expertise in a particular specialty. Performs other duties as assigned. EDUCATION & EXPERIENCE Typically requires a bachelor’s degree and three (3) years of related experience or an equivalent combination. KNOWLEDGE, SKILLS, ABILITIES Reliability, organization and attention‑to‑detail required. Excellent communication skills including written, verbal, and listening. Ability to multi‑task and time management skills required. Excellent computer skills. Strong negotiation skills. Specialty product knowledge from previous warehouse and inside sales experience required. LICENSES & CERTIFICATIONS Excellent driving record preferred. All company vehicles are subject to continuous video monitoring. COMPANY INFORMATION Motion offers an excellent benefits package which includes options for healthcare coverage, 401(k), tuition reimbursement, vacation, sick, and holiday pay. GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC’s policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons. #J-18808-Ljbffr