What are the responsibilities and job description for the CUSTOMER SERVICE SPECIALIST 1 position at Aurora Parts and Accessories, LLC?
SUMMARY
This position requires an individual who can work as part of a team with Customer Service and Sales to proactively support a positive and high-level quality of service to Aurora’s PDC based customer. This position is about defining clear and common goals within the experience that will improve customer experience, satisfaction, retention, loyalty, and advocacy while improving processes. The ongoing planning and use of CRM capabilities used to communicate, collaborate, and manage the assigned customer experience is necessary. This candidate must have positive & professional communication skills, listen actively, is empathetic and confidently respond to, identify, or escalate Premier customer’s needs. This position requires experience in a customer-facing role in a B2B company, an understanding of the business flow regarding system processes, order/shipping guidelines, claims, expediting, supplier guidelines, Case, task, event, and contact Management/CRM, product knowledge, and the ability to upsell products from the inside to our Premier Customer Base.
DUTIES AND RESPONSIBILITIES
- Multi-manage and track communication efforts with customers that will include phone calls, emails, chats, or the preferred communication line determined by the customer.
- Manage all activity customer base and proactively communicate the status of all order activity from the time the order is placed until the customer confirms receipt. This includes all shipping, dealer responsiveness, pricing accuracy, tracking information, shipping charges, and confirmation of order received.
- Daily review of backorders to proactively communicate when parts are expected to be received at the PDC. This includes communication of all milestone interruptions such as changed ETA’s, supplier component/production issues, and shipping & receiving delays.
- Ability to understand and issue purchase orders and manage parts supply timelines to customers.
- Ongoing review with the CSM and/or Sales Team of areas of concern, opportunities, successes, escalated inquiries, and review Service Level Agreements with assigned customers. Management of customer special handling - including part number searches, substitutes, and alternates, part quoting, pricing, availability, claims, and supplier guidelines.
- Research best practices or solutions to save customers time and money that can include providing alternate/substitute parts, part & freight quoting (TMS), and alternate shipping methods.
- Allocated order review and the ability to upsell products to the Premier customer base.
- Case Management tracking, case review, and follow-up.
- Ability to collect and process operation experience metrics to customer and appropriate leadership as requested.
- Knowledge of CRM and Sales opportunity management (identify and open opportunities when no CSM is available).
- Ability within guidelines to provide special pricing.
- Outreach to secure customer relationship via phone, email, and meetings.
- Assist in Warranty claims and management.
- Other duties as assigned and rendered necessary for the National customer base.
KNOWLEDGE AND SKILL REQUIREMENTS
- At least 2 years relative experience related proven success.
- Experience in Customer Service.
- Industry knowledge.
- Ability to sell products via the phone.
- Excellent written and verbal communication skills.
- Excellent phone skills.
- PC, Microsoft Office Suite, and basic computer knowledge. Specific knowledge of internal operating systems are beneficial.
- Strong ethic and attention to detail and task completion skills.
Aurora Parts & Accessories, LLC is an equal opportunity employer. We are committed to providing a work environment that is free from discrimination and harassment. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by applicable federal, state, or local laws. All employment decisions, including hiring, promotions, compensation, benefits, and job assignments, are made without regard to these protected characteristics.
Job Type: Full-time