Senior Customer Service Representative

Senior Customer Service Representative

Under limited supervision, the Senior Customer Service Representative responds to customer inquiries and processes orders to ensure that their expectations are accurately determined and satisfied. This role requires a thorough knowledge of the company's products and services. The Senior Representative develops and expands relationships with customers to fully understand their needs and desires, and provides guidance and advice to less experienced Customer Service Representatives.

Responsibilities include processing customer orders received via phone, fax, email, electronic methods, or in-person sales, influencing the gross utility of Motion Industries through negotiation of the sale price and purchase price within certain parameters, adjusting prices to customers (without contract) to meet market demands based on competition while maximizing profit for Motion Industries, fostering customer loyalty to drive repeat business by establishing a good relationship and pushing for process improvements, ordering items to ensure adequate inventory levels for customers, generating purchase orders without approval up to $5,000 USD per line and up to $10,000 USD per purchase order, expediting pending orders by pulling inventory and preparing orders for shipment to the customer, responsible for searching for products in the branch inventory, distribution center, or supplier inventory, determining the most cost-effective shipping method for customer orders, handling customer returns, being assigned to a single client, providing coaching, guidance, and direction to less experienced Customer Service Representatives, assisting less experienced Customer Service Representatives in meeting customer needs, including locating items and resolving issues, being responsible for quality and/or safety in the branch, performing other assigned duties, and responding to complex customer inquiries about products, providing quotes, and managing order entry.

Education and experience required include a bachelor's degree and four (4)+ years of related experience. Bilingual: Spanish/English. Advanced English proficiency (ability to communicate fluently in technical conversations).

Knowledge, skills, and abilities include excellent communication skills, including written, verbal, and active listening; ability to multitask and time management skills required; excellent computer skills (proficiency in office software and systems); customer relations skills including active listening, presentation, strong critical thinking, and problem-solving; excellent negotiation skills; strong product knowledge; reliability, organization, and attention to detail.

Motion Industries offers an excellent benefits package including options for major medical coverage, dental, vacation, and holiday pay.

This job description illustrates the general nature and level of work performed by employees within this job classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees in this position. Management reserves the right to add or modify duties at any time.