Overview
Our Counter Parts Professional communicates with customers on parts lookup, generates interest in our products, and enters and finalizes customer orders. Most importantly, our Parts Professional helps support the sales team by providing high quality leads.
DUTIES & RESPONSIBILITIES The Counter Parts Professional will have content expertise in the following areas and will be responsible for the following reporting and communication requirements as deemed appropriate by the Customer Service Manager/Location Manager.
Effectively manage incoming calls and emails for a variety of different parts.
Assist walk-in retail customers at the counter.
Work effectively with team members to provide exceptional support for customers as well as internal customers.
Work within set key performance measurements as defined by the Company.
Respond to customer phone inquiries in a prompt, courteous and concise manner.
Process phone or fax orders accurately and timely.
Educate, suggest and/or sell products and add-on parts to the customer.
Understand and communicate route and demand delivery times to the customers.
Resolve customer questions, complaints and requests.
Communicate effectively with the warehouse and office staff when needed.
Perform all required customer follow-ups in a timely manner each day.
Promote new or additional programs, and sell specials as designed for the Sales department when requested.
Provide product comparison and pricing rates when requested.
Meet individual performance standards.
Provide exceptional levels of service to every customer via phone and email.
Research orders and accurately update information in computer systems.
Accurately track customer issues and resolution while proactively identifying trends.
Troubleshoot lost tickets, shipping issues and delivery problems.
Effectively use the computer or catalog for parts lookup and specification information.
Document all customer issues in clear and concise logs.
Responsible for making outbound calls to customers during blitzes or slow sales periods.
Performs other duties as assigned.
KNOWLEDGE, SKILLS & ABILITIES AND WORK ENVIRONMENT
Ability to work as a team member, as well as independently.
Ability to successfully multi-task.
Proven time management skills.
Excellent customer service and support skills.
Ability to work well under pressure while maintaining a professional demeanor.
Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
Excellent organizational, interpersonal, written, and verbal communication skills.
Ability to interact with various levels of management.
Proficiency with various software applications including email, Microsoft Word and Excel.
Ability to create and maintain relationships with customers.
WORK ENVIRONMENT Work is performed in a company call center or spoke building. Wrist and finger manipulation due to computer work. Equipment used may include but is not limited to computer, calculator, telephone, copy and fax machines.
PREFERRED EDUCATION BEYOND MINIMUM QUALIFICATIONS
ASE (Automotive Service Excellence) certified
Automotive parts knowledge
We are an EEOC/AA Employer.
An industry leader, FMP offers well-balanced compensation and benefits programs, which may include medical, dental, vision, life, 401K, profit sharing, paid holidays/vacation/sick time, STD/LTD, plus much more. Salary is based on experience and job performance.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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DUTIES & RESPONSIBILITIES The Counter Parts Professional will have content expertise in the following areas and will be responsible for the following reporting and communication requirements as deemed appropriate by the Customer Service Manager/Location Manager.
Effectively manage incoming calls and emails for a variety of different parts.
Assist walk-in retail customers at the counter.
Work effectively with team members to provide exceptional support for customers as well as internal customers.
Work within set key performance measurements as defined by the Company.
Respond to customer phone inquiries in a prompt, courteous and concise manner.
Process phone or fax orders accurately and timely.
Educate, suggest and/or sell products and add-on parts to the customer.
Understand and communicate route and demand delivery times to the customers.
Resolve customer questions, complaints and requests.
Communicate effectively with the warehouse and office staff when needed.
Perform all required customer follow-ups in a timely manner each day.
Promote new or additional programs, and sell specials as designed for the Sales department when requested.
Provide product comparison and pricing rates when requested.
Meet individual performance standards.
Provide exceptional levels of service to every customer via phone and email.
Research orders and accurately update information in computer systems.
Accurately track customer issues and resolution while proactively identifying trends.
Troubleshoot lost tickets, shipping issues and delivery problems.
Effectively use the computer or catalog for parts lookup and specification information.
Document all customer issues in clear and concise logs.
Responsible for making outbound calls to customers during blitzes or slow sales periods.
Performs other duties as assigned.
KNOWLEDGE, SKILLS & ABILITIES AND WORK ENVIRONMENT
Ability to work as a team member, as well as independently.
Ability to successfully multi-task.
Proven time management skills.
Excellent customer service and support skills.
Ability to work well under pressure while maintaining a professional demeanor.
Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
Excellent organizational, interpersonal, written, and verbal communication skills.
Ability to interact with various levels of management.
Proficiency with various software applications including email, Microsoft Word and Excel.
Ability to create and maintain relationships with customers.
WORK ENVIRONMENT Work is performed in a company call center or spoke building. Wrist and finger manipulation due to computer work. Equipment used may include but is not limited to computer, calculator, telephone, copy and fax machines.
PREFERRED EDUCATION BEYOND MINIMUM QUALIFICATIONS
ASE (Automotive Service Excellence) certified
Automotive parts knowledge
We are an EEOC/AA Employer.
An industry leader, FMP offers well-balanced compensation and benefits programs, which may include medical, dental, vision, life, 401K, profit sharing, paid holidays/vacation/sick time, STD/LTD, plus much more. Salary is based on experience and job performance.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr