Customer Service Associate Job Description
Reports to: Customer Service Manager
Position Summary:
The Customer Service Associate provides support to Sales Team as necessary to resolve issues relating to customer satisfaction. This role works cross functionally across the organization to resolve problems and issues as they relate to sales.
Supervisory Responsibilities:
The position has no supervisory responsibilities.
Key Responsibilities:
- Maintain and handle order discrepancies and provide timely resolution of problems.
- Complete credits and debits to customer accounts.
- Work collaboratively with multiple levels of vendors, customers, and carrier administration.
- Provide daily assistance for Sales Team to expedite small parcel deliveries.
- Work with sales to create orders, returns and corrections to correct billing and shipping errors.
- Communicate with carriers concerning issues and discrepancies.
- Provide feedback and suggestions for continuous improvement based on customer feedback or input (product packaging and quality, service quality, carrier quality of service, etc.).
- Approach conflicts with vendors, customers, and colleagues in a constructive manner.
- Review reports making corrections and adjustments as necessary
- Assist the receptionist position on a regular basis including back-up
- Work in a team environment.
- Participate in seminars and other training as required.
- Promote and maintain a clean and safe work environment by complying with procedures, policies, training, and regulations.
- May attend industry events (Company Events, Trade Shows, and Motorsports Events) as a strong brand representative.
- Participate in continuous improvement project team activities.
- Other duties as assigned.
Education/Experience/Qualifications:
- High School diploma or GED required, Associate’s Degree in a related field, preferred.
- 1-2+ years of experience in related field, preferred.
- Working knowledge of the performance motorsports aftermarket, preferred.
- Experience with SxE and IRMS, preferred.
Skills & Abilities:
- Proficient with Microsoft Office Suite and other job-related equipment and software.
- Ability to communicate effectively (clear and concise) through writing, speaking, active listening, and presentation. Excellent verbal and written communication skills.
- Ability to read, analyze, and interpret data.
- Strong quantitative and analytical skills.
- Excellent organization skills and detail-oriented with exceptional critical thinking, multi-tasking, and problem-solving abilities.
- Excellent time management.
- Ability to work both independently, within a team, and cross-functionally with other departments/stakeholders.
- Ability to work with minimum supervision/guidance and must be self-directed.
- Excellent problem-solving skills and sound judgment.
- Ability to develop and foster business relationships.
- Willing to participate in Company designated training.
- Must have knowledge of and comply with the policies and procedures contained in the company handbook.
- Must be able to maintain confidentiality.
- Must be able to practice safe work habits.
Physical Demands:
This is an office type position that requires sitting, standing, walking, stooping, kneeling, and use of hands. This position requires the operation of basic office equipment. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Work Environment:
Each coworker is accountable for their actions and is required to exercise good judgment in everything they do on behalf of Lane Automotive. Part of that responsibility includes understanding and living up to company values, standards, and policies, specifically our code of ethics and business conduct. Additionally, every coworker has the responsibility to ask questions when they are unsure of what those values, standards, and policies require and to act if they believe someone else is not acting consistently with those values, standards, and policies.
The information in this job description is intended to convey the key responsibilities and requirements. It is not an exhaustive list of the skills, efforts, duties, responsibilities, or working conditions associated with the opportunity. Responsibilities are subject to change.
At Lane Automotive, we recognize our ultimate success depends on our talented and dedicated workforce. We value the contribution each Team Member makes to our Vision “To deliver the best customer experience in every market we serve.” We expect Team Members to practice values in all decisions and lead the values by action and example.
Lane Automotive Values:
Integrity: Be genuine, always do what’s right even when no one is looking
Passion: A strong feeling of excitement
Innovation: Never satisfied with the status quo
Respect: Consideration for everyone, in everything we do
Accountability: Take ownership
Lane Automotive welcomes diversity. As an equal opportunity employer, all qualified applicants will be considered regardless of race, religion, color, national origin, sex, age, sexual orientation, gender identity, disability, or protected veteran status.
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