Senior Customer Service Representative

About the role

The Senior Customer Service Representative responds to customer inquiries and places customer orders to ensure customer expectations are accurately determined and met. This role has in-depth knowledge of the company's products and services and develops relationships with customers to fully understand their needs and wants. The Senior Customer Service Representative provides guidance and advice to less experienced Customer Service Representatives.

Responsibilities

• Responds to complex customer inquiries regarding products, provides quotes, and handles order entry.
• Places customer orders via telephone, fax, email, electronic methods, or walk-in (counter sales).
• Influences Motion Industries' gross profit through negotiating sale and purchase prices within certain parameters.
• Adjusts non-contract customer pricing to meet competitive demands while maximizing profit for Motion Industries.
• Builds customer relationships to drive repeat business and process improvements.
• Orders items to maintain appropriate inventory levels for customers.
• Places orders without approval for orders up to $5,000 per line and $10,000 per purchase order.
• Expedites backorders and may pull inventory to prepare orders for shipment.
• Sources products in branch inventory, distribution center inventory, or supplier inventory.
• Determines the most cost-effective shipping method for customer orders.
• Handles customer returns.
• May be assigned to one specific customer.
• Provides coaching, guidance, and direction to less experienced Customer Service Representatives.
• Assists less experienced representatives with addressing customer needs, including locating items and resolving problems.
• May be responsible for quality and/or safety in the branch.
• Performs other duties as assigned.

Requirements

• High school diploma or GED.
• Five or more years of related experience or an equivalent combination of education and experience.

Skills

• Reliability, organization, and attention to detail.
• Excellent communication skills, including written, verbal, and listening.
• Ability to multi-task and strong time management skills.
• Excellent computer skills.
• Excellent negotiation skills.
• Strong product knowledge.

Physical Demands

Excellent driving record preferred. All company vehicles are subject to continuous video monitoring.

Benefits

• Healthcare coverage options.
• 401(k) plan.
• Tuition reimbursement.
• Vacation, sick, and holiday pay.