What are the responsibilities and job description for the Customer Service & Will Call Representative position at D&L Parts Company?
Description
SUMMARY: Responsible for providing effective Sales & Customer Service to all D&L customers by utilizing excellent, in-depth knowledge of products, procedures policies.
ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following:
- Managing customer pick-ups for counter sales
- Packaging finished product for customers in Will Call and deliveries
- Preparing orders by pulling stock from assigned bin locations, ensuring quality control in the process
- Process counter, internet and telephone sales orders to meet/exceed sales, margins and profitability quota, up-selling and cross-selling to customers
- Answer incoming calls and assists customers by informing them of product availability, unit prices, delivery date, anticipated delays and any additional information needed
- Researches and resolves customer complaints to ensure customer satisfaction and retention Responsible for cleanliness, organization, and stocking of Branch; accurately receives merchandise
- Packages and processes customer orders for shipment via UPS
- Participates in physical inventories to verify stock and identifying losses
- Operates within Standard Operating Procedures in accordance with D&L Company Policies and Handbook, including IT policies
- Other responsibilities and duties as assigned by Branch Manager
PHYSICAL DEMANDS: While performing the duties of this job, the employee must frequently lift and/or move up to 100 pounds and occasionally lift and/or move more than 100 pounds. Specific vision abilities required by this job include close and distance vision. The employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear; and climb or balance, carry, stoop, push/pull, crouch kneel.
WORK ENVIRONMENT: This job operates in a parts sales/warehouse environment. When assisting customers or moving parts/equipment may be exposed to fluctuating temperatures (extreme heat/cold). This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
HOURS: Full time (40 per week), during regular business hours on a schedule set by Branch Manager between the business hours of 8:00 a.m. to 5:00 p.m. Mon-Fri; with occasional time after 5:00 p.m.
Requirements
COMPETENCIES:
Effective oral/written communicator Attention to detail, Accuracy, Thoroughness
Ability to multitask and work well under pressure Quick learner/Able to resolve problems
Works well with others (team player) Excellent customer service
Excellent follow through (with customers & workforce) Results oriented
Reliability/Dependability Work well with limited to no supervision
QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE: ***Must be Forklift Certified*** High School Diploma or GED; or equivalent combination of education and experience. Knowledge of appliance parts and HVAC parts preferred but not necessary. Wholesale/retail sales experience preferred. Stable, solid work history.
SKILLS and ABILITIES: Adherence to safety procedures. Ability to read/listen to and comprehend simple-moderately difficult instructions, as well as understand complex, multi-step written or oral instructions. Ability to add, subtract, multiply and divide. Must be able to operate equipment such as cash register, computer, printer, calculator, fax machine, copier, etc. Basic computer/Internet proficiency.
