Customer Service Representative

Job Description

The individual in this role is responsible for achieving ultimate customer satisfaction by providing great customer service, responding to all customer inquiries and resolving any concerns timely.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Handle all customer communication through online marketplaces, and phone calls.
• Ensure customer satisfaction by addressing and resolving customer concerns promptly.
• Provide product information as need.
• Recommend products when necessary.
• Conduct research to solve shipping issues.
• Monitor marketplace returns.
• Monitor and respond to marketplace claims and disputes.
• Maintain a comprehensive understanding of all company products and related systems/sales platforms.
• Maintain a comprehensive understanding of customer service and marketplace guidelines.
• Adhere to customer service guidelines to meet company standards and comply with metrics.
• Data entry as needed to create RMAs.
• Handle cancellations and refunds as needed.
• Uphold a high level of professionalism.
• Promote a collaborative work environment, encouraging effective communication and cross-training initiatives to enhance team productivity, versatility, and skill development.
• Undertakes additional responsibilities and tasks as directed by management.

• High School Diploma or an equivalent qualification; or an equivalent combination of education and experience; Bachelor’s Degree Preferred.
• 2+ years’ experience in a call center customer service environment.
• Channel advisor experience preferred.
• Knowledge of automotive aftermarket and other vehicle components a plus.
• Knowledge of Infor LN (BAAN) a plus.
• Demonstrates strong problem-solving abilities.
• Capable of following instructions and responding to management direction.
• Detail-oriented and able to handle multiple tasks simultaneously.
• Exhibits experience working collaboratively in a team environment.
• Possesses strong verbal and written communication skills.
• Ability to speak and read English is preferred.
• Must be able to learn and adapt to changes quickly.