NAPA Operations Support

Position Specifics

Department: NAPA Parts
Reports to: NAPA Operations Manager
Type of Employment: Full-Time
Wage Type: Salary
Location: Remote or Sigourney, Iowa

Purpose

To increase NAPA customer satisfaction by providing excellent customer service through the NAPA Support Center, be a subject matter expert on NAPA Parts and Pricing, to increase NAPA Profitability through direct sales and strategizing on the corporate level.

Responsibilities

• Answer customer and internal calls promptly and professionally.
• Provide accurate information regarding products, services, and company policies.
• Aid customers in selecting appropriate auto parts based on their needs.
• Accurately quote prices and ensure competitive pricing strategies.
• Upsell and cross-sell products to maximize revenue opportunities.
• Oversee purchasing for NAPA Inventory.
• Forecast high demand parts while maintaining budgets.
• Oversee liquidation processes, including assessing inventory value, preparing the assets for sales.
• Work toward achieving individual and team sales targets.
• Promote high-margin products and services to support company profitability.
• Monitor and report on sales performance metrics.
• Provide solutions and escalate issues when necessary to ensure customer satisfaction.
• Accurately process orders and ensure proper documentation in the system.
• Verify inventory availability and coordinate with relevant departments for fulfillment.
• Communicate effectively with internal teams to resolve issues and improve processes.
• Share feedback and insights to enhance customer experience and operational efficiency.
• Adhere to company policies, procedures, and industry regulations.
• Maintain high standards of accuracy and professionalism in all transactions.
• All other duties as assigned

Required Experience

• High school diploma or equivalent; additional education or certifications in automotive or sales preferred.
• Minimum five years' experience in Customer Service, Inventory Management, or Auto Industry.
• Knowledge or experience in purchasing and building price profiles.
• Knowledge of NAPA Products and Software.
• Strong communication and interpersonal skills.
• Ability to multitask and work in a fast-paced environment.
• Proficiency in computer systems and order management software.
• Customer service excellence.
• Sales and negotiation.
• Problem-solving and conflict resolution.
• Attention to detail.
• Time management and organizational skills.
• Ability to calculate Min/Max for Stores.
• Must be able to travel to Sigourney, Iowa occasionally.

Working Conditions & Requirements

• Must be able to see, hear, speak, and write clearly in order to communicate with employees and/or customers/vendors.
• Should be comfortable remaining in a stationary position for several hours of the day.
• Remote or office working environment.
• Occasionally may need to travel in person vehicle.

Keyword

NAPA Customer Support Representative