Customer Care Representative

About the role

At Parts ASAP, we unite companies, teams, processes, and knowledge bases to provide unparalleled access to parts for all types of equipment. Our focus is on customer success and continuous improvement.

Responsibilities

• Coincides with the Sales Team to prioritize incoming Customer Service tickets.
• Directly interacts with customers on returns and problem resolutions.
• Responds promptly to customer inquiries in a professional and courteous manner.
• Provides accurate information about products, services, and company policies.
• Performs parts searches in SAP for inventory availability or ordering capabilities and responds to customers in a timely manner.
• Completes Sales Orders/Invoices in SAP; collects cash/check or processes credit card payments.
• Initiates internal investigations, root cause analysis, and corrective actions as warranted.
• Documents the Cost of Quality.
• Communicates with Finance Team to initiate credits and charges to customers.
• Collaborates with Supply Chain when re-work or exchanges are required.
• Authorizes field repairs when necessary to meet customer needs and minimize costs.
• Addresses and resolves customer concerns, complaints, or issues with a positive and empathetic approach.
• Investigates and analyzes customer problems, identifying root causes, and proposing effective solutions.
• Collaborates with other departments to ensure timely resolution of complex issues.
• Escalates unresolved problems or concerns to appropriate teams for further assistance.
• Maintains a deep understanding of our products/services to effectively assist customers.
• Accurately documents customer interactions and the steps taken to resolve issues.
• Compiles and maintains records of customer inquiries, comments, and complaints for analysis.
• Strives to exceed customer expectations and contribute to overall customer satisfaction.
• Gathers feedback from customers and provides insights to improve products or processes.
• Works collaboratively with other customer care representatives to share knowledge and best practices.
• Participates in team meetings and training sessions to stay informed about company updates and improvements.
• Assists in training new customer care representatives as needed.
• Performs all other duties as assigned.

Physical Requirements

• Ability to stand, climb, bend, and kneel on an occasional basis.
• Prolonged periods of sitting at a desk and working on a computer.
• Regular manual dexterity/coordination: hand/eye movements, motor control.
• Regular visual effort: concentrated reading of documentation or close viewing of computer displays.
• Able to push, pull, and lift up to 50lbs. on an occasional basis.

Required Education/Experience/Skills

• High School graduate, or equivalent work experience.
• Proven experience in customer service or a related field.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Empathetic and patient demeanor when dealing with customer concerns.
• Ability to work in a fast-paced environment and adapt to changes.
• Basic computer skills and proficiency in relevant software applications.

Preferred Education/Experience/Skills

• Prior customer service experience is a plus.

Benefits

• Medical, Dental, and Vision Insurance – multiple plan options to meet your needs.
• Company-Paid Life Insurance with additional voluntary coverage options.
• Short-Term Disability (STD) and Long-Term Disability (LTD) protection.
• Hospital Indemnity, Accident and Critical Illness Insurance options for added financial security.
• 401(k) Retirement Plan with Company Match to help you build your future.
• Wellness Programs and Resources, including preventative care support and employee assistance programs.
• Paid Time Off and Company Holidays.
• Employee Assistance Program (EAP) for confidential counseling and support.