Repair & Service- CSR Specialist

Job Duties

• Responds to customer inquiries, provides quotes and takes customer orders via telephone, fax, email, electronic methods or walk-in (counter sales).
• Handles the most complex inquiries due to experience & training.
• Relates to all technical customer support activities within the business, call center, field, and business processing.
• Performs various business support activities including identifying, enhancing, and following specific processes and procedures to maximize the efficiency of the business.
• Serves as a Subject Matter Expert on one or more technical products.
• Proactively generates sales by actively promoting Motion’s products to existing customers.
• Responsible for selling Motion’s products and services by understanding customer needs and meeting their requirements.
• Influences Motion’s Gross Profit through negotiating the sale price and purchase price within certain parameters.
• Makes adjustments to non-contract customer pricing to meet the demands of the customer based on competition, while maximizing the profit for Motion.
• Ensures customer queries resolution, ensures billing and collection, and facilitates customer requests in an efficient and timely manner.
• Orders items to ensure appropriate inventory levels are maintained for customers.
• Plays a role in placing orders without approval for orders up to $25,000 per line and $50,000 per Purchase Order.
• Expedites backorders and pulls inventory to prepare orders for shipment to customers.
• Determines the most cost-effective method to fulfill customer orders.
• Handles customer returns.
• Pairs with Account Representatives to ensure customer satisfaction.
• Provides coaching, guidance, and direction to less experienced Customer Service Representatives.
• Aids less experienced Customer Service Representatives with addressing customer needs, especially in technical expertise in a particular specialty.

Requirements

• Typically requires a bachelors degree and three (3) years of related experience or an equivalent combination.
• Reliability, organization, and attention-to-detail required.
• Excellent communication skills including written, verbal, and listening.
• Ability to multi-task and time management skills required.
• Excellent computer skills.
• Strong negotiation skills.
• Specialty product knowledge from previous warehouse and inside sales experience required.
• Excellent driving record preferred.

Qualifications

• Typically requires a bachelors degree and three (3) years of related experience or an equivalent combination.
• Knowledge, skills, and abilities as outlined above.

Skills

• Excellent communication skills.
• Strong negotiation skills.
• Specialty product knowledge.

Benefits

Motion offers an excellent benefits package which includes options for healthcare coverage, 401(k), tuition, reimbursement, vacation, sick, and holiday pay.