NPW Client Support Agent II

About NPW

NPW is a leading independent automotive aftermarket parts distributor with more than 500 employees and 50 company-owned locations across 14 states, including retail stores and distribution centers. Founded in 1969, NPW has achieved significant growth through strategic acquisitions and continued expansion, making it one of the industry's most trusted suppliers.

Key Responsibilities

• Professionally and efficiently handle inbound customer service and sales calls.
• Conduct outbound calls to strengthen customer relationships, support sales growth, and resolve customer concerns.
• Respond promptly to customer inquiries received via phone, email, and web channels.
• Provide timely and professional support to truck and traditional automotive customers.
• Assist customers throughout the sales process by answering questions and providing product information.
• Accurately identify and source automotive parts using catalog systems and industry knowledge.
• Process customer orders, quotations, returns, and inquiries with a high level of accuracy.
• Deliver exceptional customer service and strive for first-call resolution whenever possible.
• Build and maintain strong customer relationships through outstanding service and sales support.
• Collaborate effectively with team members, departments, and branch locations to meet customer needs.
• Escalate issues to management when necessary and contribute to a team-oriented work environment.
• Meet productivity and performance standards established by management.
• Maintain company equipment and resources responsibly.
• Keep the workspace clean, organized, and professional.
• Follow all company safety policies and procedures.
• Perform additional duties as assigned.

Qualifications & Skills

• Previous customer service experience required.
• Automotive industry experience preferred.
• Strong understanding of automotive parts and repair processes.
• Experience using automotive catalog systems is a plus.
• Proficiency with Windows-based software applications.
• Professional phone etiquette and strong customer service skills.
• Excellent verbal and written communication abilities.
• Strong problem-solving and conflict-resolution skills.
• Ability to multitask and perform effectively in a fast-paced environment.
• Demonstrated interpersonal skills, including active listening, empathy, and teamwork.
• Ability to provide accurate, efficient support while meeting productivity expectations.

Physical Requirements

• Occasionally lift and/or move up to 20 pounds without assistance.
• Occasionally lift and/or move up to 50 pounds without assistance.
• Regularly sit, stand, read, communicate, and listen.
• Occasionally walk, bend, reach, and use hands and arms to perform job functions.

Benefits

• Paid Time Off (PTO)
• Health Benefits
• Employee Purchase Program
• Weekly Pay
• 401(k) Retirement Plan
• Career Advancement Opportunities