SUMMARY :
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.
JOB DUTIES
- 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 the demands of the customer based on competition, while maximizing the profit for Motion Industries.
- Builds customer relationships to drive repeat business by relating to the customer and drive process improvements.
- Orders items to ensure appropriate inventory levels are maintained for customers.
- 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 to customer.
- 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.
- Performs other duties as assigned.
- Responds to complex customer inquires regarding products, provides quotes, and handles order entry.
EDUCATION & EXPERIENCE
- Typically requires a high school diploma or GED
- Five (5) or more years of related experience or an equivalent combination.
- KNOWLEDGE, SKILLS, ABILITIES
- 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.
PHYSICAL DEMANDS :
LICENSES & CERTIFICATIONS :
None required.
SUPERVISORY RESPONSIBILITY :
BUDGET RESPONSIBILITY :
COMPANY INFORMATION :
Motion Industries offers an excellent benefits package which includes options for healthcare coverage, 401(k), tuition, reimbursement, vacation, sick, and holiday pay.
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