Customer Service Rep II

SUMMARY

This position is a mid-level, customer service position.  This position is part of a fast-paced customer experience department including high volume of phone calls, problem solving, and order entry.  Maintains solid customer relationships by handling their questions and concerns with speed and professionalism. 

DUTIES AND RESPONSIBILITIES

1. Answer a high volume of phone calls in a timely, professional, and courteous manner.


2. Process customer inquiries, serial number look up, and status requests in an accurate and timely manner.


3. Responsible for assigned customer from the time of order until order is shipped and completed.  Actively represents the “Customer perspective” throughout our company.


4. Works to manage the customer accounts and demand in a fashion that creates a “win-win” situation for both customer and company.


5. Problem solving skills including part number searches, part quoting, pricing, and availability.


6. Quoting both parts and freight.


7. The customer shipment tracking process includes expected time of arrival for orders, providing carrier tracking numbers, and shipping charges.


8. Receive and process, as needed, incoming orders via phone, fax and electronic format that must meet deadlines.


9. Research of bill of materials and blueprints using microfiche, hard copy or internet.


10. Research of acceptable replacement parts for obsolete or non-stock items


11. Continuous promoting of product, gathering information and feedback for promo assignments and inside sales tasks.


12. Other duties as assigned.

KNOWLEDGE AND SKILL REQUIREMENTS

1. High school diploma or equivalent, plus at least 2 years’ relative experience.


2. Product knowledge


3. Excellent written and verbal communication skills.


4. Excellent phone skills


5. PC, Microsoft Word, Excel, and basic computer knowledge.  Specific knowledge of internal operating systems beneficial.


6. Attention to detail and task completion skills

WORKING CONDITIONS AND PHYSICAL EFFORT

1. Work is normally performed in a typical interior/office work environment.


2. Bending and light lifting


3. Infrequent air/land travel may be required.


4. Generally limited exposure to risk

Aurora Parts & Accessories, LLC is an equal opportunity employer. We are committed to providing a work environment that is free from discrimination and harassment. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by applicable federal, state, or local laws. All employment decisions, including hiring, promotions, compensation, benefits, and job assignments, are made without regard to these protected characteristics.