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Customer Service Representative

Plainfield, Indiana

Job Category Customer Support Brand Balkamp
Job ID 308328 Status Full-Time
Major Market No Remote
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Job Description: 

The role of the Customer Service Specialist I is to consistently provide and maintain exceptional customer service support for all ASG subsidiaries while providing timely and accurate information with internal/external collaboration. This role must be able to solve the customer’s problem(s) and help identify the needs for an accurate solution to ensure customer satisfaction while developing and maintaining strong relationships with both existing and new customers through NAPA Distribution Centers, NAPA DC Service Centers, NAPA Stores and NAPA System selling groups.


Position Performance Measures:

  • Daily Quota of Calls/Emails Maintained
  • Accuracy of Processed Transactions
  • QA Checks of Handled Calls

Responsibilities:

  • Simultaneously manage inbound and outbound customer phone and email inquiries
  • Receive, review and process inquiries in a timely, accurate, and professional manner
  • Maintain a professional and courteous attitude and relationship with new and existing customers at all times
  • Understand and communicate specific ASG products/categories as well as the warranty, shipping and special program policies
  • Work with specific ASG suppliers on customer orders and concerns
  • Assist the purchasing departments on inventory concerns
  • Support the ASG Operations to expedite and track orders
  • Ability to navigate efficiently through all Altrom, Balkamp, and Rayloc systems such as Five9, AX/Dynamics/D365, and Bluestar as well as established systems to help assist the customer
  • Experience and proficiency with Microsoft Office along with use and knowledge of various search engines
  • Capture and maintain accurate information and data in appropriate systems
  • Ability to access information from supplier catalogs and websites
  • Notify and support internal departments of errors or data improvement opportunities
  • Willingness to contact sales team, hub reps, and customers to inform, educate, promote and sell ASG products and programs
  • Other duties as assigned

Experience Requirements:

  • 1-2 years of related work experience preferred
  • High School Diploma or GED required
  • Must be willing to work until 7:00PM and possibly weekends and some ASG recognized holidays
  • Automotive or Automotive Aftermarket background is helpful
  • Must understand and recognize part numbers, including identifying sequence of numbers and letters accurately
  • Proficient with Microsoft Office applications (Excel, Outlook etc.) along with a strong knowledge of various search engines/internet capabilities
  • Strong analytical skills
  • Flexible and adaptive to change
  • Excellent verbal and written communication skills along with active listening skills
  • Strong project management, process and conceptual skills
  • Demonstrated success in problem solving
  • Strong interpersonal skills
  • Ability to learn and apply new information quickly while interpreting and offering appropriate solutions to customers
  • Demonstrated ability to handle multiple tasks and assignments simultaneously with a high level of accuracy

GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.

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