Senior Customer Service Representative

Under limited supervision, the Senior Customer Service Representative responds to customer inquires and places customer orders to ensure customer expectations are accurately determined and met. This role has in-depth knowledge of the company's products and services. The Senior Customer Service Representative develops and broadens relationships with customers to fully understand needs and wants. This role provides guidance and advice to less experienced Customer Service Representatives.

Responsibilities

Responds to customer inquires and places customer orders to ensure customer expectations are accurately determined and met; Places customer orders via telephone, fax, email, electronic methods, or walk in (counter sales); Influences Motion Industries' gross profit through negotiating the sale price and purchase price, within certain parameters; May adjust non-contract customer pricing to meet customer demands based on competition, while maximizing profit; Builds customer relationships to drive repeat business; Orders items to ensure appropriate inventory levels are maintained; May place orders without approval for orders up to $5,000 per line and $10,000 per purchase order; Expedites backorders; May pull inventory and prepare order for shipment; Responsible for sourcing products in branch inventory, distribution center inventory or supplier inventory; Determines the most cost effective shipping method for customer orders; May handle customer returns; May be assigned to one customer; Provides coaching, guidance, and direction to less experienced Customer Service Representatives; Assists less experienced Customer Service Representatives with addressing customer needs, including locating items and resolving problems; May be responsible for quality and/or safety in the branch; Responds to complex customer inquiries regarding products, provides quotes, and handles order entry

Requirements

High school diploma or GED; Five (5) or more years of related experience or an equivalent combination; Excellent communication skills including written, verbal, and listening; Ability to multi-task and time management skills required; Excellent computer skills; Excellent negotiation skills; Strong product knowledge; Reliability, organization, and attention to detail required

Benefits

Healthcare coverage; 401(k); Tuition reimbursement; Vacation; Sick pay; Holiday pay