CUSTOMER SERVICE SUPERVISOR

SUMMARY

Perform daily duties as required in the customer service support leadership function.  This position is an experienced customer service support position with technical support knowledge.  This position is part of a fast-paced customer service department including high volume of phone calls, problem solving, order entry and vin search.  This position is expected to be able to have product knowledge and the ability to sell product from the inside to our customers. Maintains solid customer relationships by handling their questions and concerns with speed and professionalism. 

DUTIES AND RESPONSIBILITIES

1. Assign daily responsibilities to the customer service group.
2. Answer high volume of phone calls in a timely, professional, and courteous manner.
3. Communicate, achieve, and report daily expectations.
4. Continuously improve processes and efficiency of all customer service functions and employees.
5. Process status and inquiry requests in an accurate and timely manner.
6. Respond promptly to all customer inquiries.
7. Responsible for assigned customer from the time of order until order is shipped and completed.  Actively represents the “Customer perspective” throughout our company.
8. Works to manage the customer accounts and demand in a fashion that creates a “win-win” situation for both customer and company.
9. Problem solving skills including part number searches, vin searches, part quoting, pricing and availability.
10. Quoting both parts and freight.
11. Customer shipment tracking process including expected time of arrival for orders, providing carrier tracking numbers, and shipping charges.
12. Receive and process, as needed, incoming orders and vin searching via phone, fax and electronic format that must meet deadlines.
13. Ability to sell product to the customer via the phone.
14. Ability to analyze customer requirements and usage based on history.
15. Learned knowledge of customer to sell product based on customer needs.
16. Ability within guidelines to price product to customer.
17. Ability to process RGA’s based on procedures and guidelines.
18. Other duties as assigned.

SUPERVISORY RESPONSIBILITIES 

Acts as a back up to the Customer Service Manager. Assists in overall direction, coordination, and evaluation.  Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include interviewing, training, planning, assigning, and directing work.  Assists in addressing complaints and resolving problems from all employees within the scope of customer service and technical support.

KNOWLEDGE AND SKILL REQUIREMENTS

1. High school diploma or equivalent, plus at least 2 years relative experience.
2. Product knowledge
3. Ability to sell product via the phone.
4. Excellent written and verbal communication skills
5. Excellent phone skills
6. PC, Microsoft Word, Excel, and basic computer knowledge.  Specific knowledge of internal operating systems beneficial.
7. 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.