DROP SHIP CUSTOMER SERVICE SUPERVISOR

SUMMARY

Perform daily duties as required in the customer service support supervisor function.  This position is an experienced customer service support position with vendor knowledge.  This position is part of a fast-paced customer service and vendor knowledge department including high volume of phone calls, problem solving, order entry and working with suppliers.  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 drop ship support 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 with vendors in an accurate and timely manner.
6. Maintain Vendor programs and guidelines.
7. Monitor Vendor discrepancies
8. Maintain vendor receiving / invoicing.
9. Respond promptly to all customer inquiries.
10. Responsible for assigned customer from the time of order until order is shipped and completed.  Actively represents the “Customer perspective” throughout our company.
11. Works to manage the customer accounts and demand in a fashion that creates a “win-win” situation for both customer and company.
12. Problem solving skills including part number searches, vin searches, part quoting, pricing, availability & vendor program knowledge.
13. Quoting both parts and freight with vendors.
14. Customer shipment tracking process including expected time of arrival for orders, providing carrier tracking numbers, and shipping charges.
15. Receive and process, as needed, incoming orders via phone, fax and electronic format that must meet deadlines.
16. Ability to sell product to the customer via the phone.
17. Ability to analyze vendor programs and guidelines.
18. Learned knowledge of customer to sell product based on customer needs.
19. Ability within guidelines to price product to customer.
20. Ability to process RGA’s based on procedures and guidelines.
21. Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

Acts as a back up to the Sr. Manager of Customer Service. 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

WORKING CONDITIONS AND PHYSICAL EFFORT

1. Work is normally performed in a typical interior/office work environment.
2. Bending and light lifting
3. Infrequent air/land travel may be required
4. Generally limited exposure to risk

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.