Customer Service Representative

About the role

At Parts ASAP, we’ve built North America’s most comprehensive source for agricultural and construction parts by seamlessly uniting companies, teams, processes, knowledge bases—and our most important resource—our Parts ASAP people. Our team supports our growth and defines our success by embracing the driving principles at our company’s core: unparalleled access to parts for all types of equipment, an unrelenting commitment to customer success, and a constant drive for improvement.

Responsibilities

• Respond promptly to customer inquiries in a professional and courteous manner.
• Provide accurate information about products, services, and company policies.
• Provide price quotes to customers utilizing company standards for pricing and accurate freight quotes.
• Collaborate with other departments to resolve complex issues and escalate when necessary.
• Clearly and concisely communicate information regarding products, services, and resolutions to customers.
• Keep customers informed about the status of their inquiries and provide follow-up when necessary.
• Document and report customer feedback and recurring issues to the appropriate teams.
• Stay up-to-date on product knowledge and company policies to provide accurate information to customers.
• Assist in training new customer service representatives as needed.
• Participate in ongoing training and quality assurance programs to enhance performance.
• As experience develops, duties may expand to include processing orders from online sales, confirming third-party shipments to customers, and answering questions from online customers.
• Perform all other duties as assigned.
• Comply with the requirements of the company’s ISO 9001 Quality Management System (when required).

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 50 lbs. on an occasional basis.

Qualifications

• High school graduate or equivalent work experience.
• 1-3 years of customer support/service experience.
• Proficient with Microsoft Office Suite or related software.
• Intermediate to advanced knowledge of agricultural/construction or material handling products and their markets.
• Excellent written and verbal communication skills.
• Highly organized with strong attention to detail.
• Ability to work independently and on a team.

Skills

• Organization: Ability to prioritize multiple tasks and maintain a smooth workflow.
• Teamwork: Ability to work closely with a variety of employees while maintaining a positive attitude.
• Problem Solving: Identify and resolve problems in a timely manner.
• Communication: Speak clearly and persuasively in positive or negative situations; ability to ask detailed questions to comprehend requests.
• Safety and Security: Follow safety policies/plans created by the company; utilize tools and equipment in a safe and proper manner.
• Customer Service: Treat all customers (internal and external) with high respect and an elevated level of importance.
• Time Management: Gauge length of calls/personal interactions to ensure all customers are handled in a timely manner; allot time for customer callbacks.
• Stress Management: Practice personal strategies to remain calm and helpful in all situations.
• Professionalism: Maintain a neat appearance and speak professionally with customers as you are the first impression for our company.

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.