Customer Service Representative

JOB TITLE: Customer Service Representative

FLSA: Non-Exempt

Salary: $18.00-$20.00 DOE

Location: Silverdale WA

Schedule: Full Time Monday-Friday

JOB SUMMARY

Customer Service Representatives are responsible for providing high quality customer service to our external customers via providing information in response to inquiries about products, pricing, and other product related questions. They also manage and resolve customer general questions and problems, complaints, or concerns, as well as process orders received from customers through phone, email, internet and fax. Finally, they also work with other departments to resolve customer’s questions or issues, and work with business partners to determine product availability, shipping pricing, problems, and tracking.

PRIMARY DUTIES & RESPONSIBILITIES

• Provide customers with answers to inquiries
• Resolve customers problems or concerns by following company policy and using good judgment
• Confer with customers by telephone, and email to provide information about products, product availability, shipping charges, tracking questions and/or other customer inquiries
• Take or enter orders, cancel orders, track orders, or obtain details of complaints
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
• Process orders received through the phone, email, fax, or the internet
• Work with internal departments and external business partners to resolve customer issues
• Enters accurate order notes that communicate actions and results
• Demonstrates good judgment, tact, and diplomacy in dealing with customers, both external and internal
• Other duties as assigned.

EDUCATION & EXPERIENCE QUALIFICATIONS

• High School diploma or equivalent
• 1-2 years of demonstrated customer service experience in a call center environment taking incoming calls over the phone (preferred)

JOB REQUIREMENTS

• Must be able to work at a desk and have extended periods of sitting/standing
• Requires repetitive movement and repeating the same physical or mental activities
• Requires ability to talk and speak through the telephone
• Requires speaking / reading English.

BEHAVIORAL COMPETENCIES

• Attention to detail and accuracy
• Problem assessment and problem solving
• Flexibility to multitask and shift priorities when needed
• Customer service oriented
• Automotive industry interest

TECHNICAL COMPETENCIES

• Basic to intermediate proficiency with MS Office to include: Excel, Word, Outlook, instant messaging, and internet navigation
• E-commerce experience a plus
• Computer savvy with ability to enter information with high accuracy and navigate comfortably through various software program.

We offer a full benefits package for eligible employees including:

• Medical, dental, and health insurance
• 401k with company match & immediate vesting
• PTO (Paid Time Off)
• Short term and Long-Term Disability
• Life Insurance and more!

Aftermarket Performance Group (APG) is a fast-growing leader in the automotive enthusiast industry. The company is divided into two divisions – Truck and Off-road and Automotive. The Truck and Off-road division focus on the wholesale distribution and direct-to-consumer segments within diesel performance (Premier Performance Products, Truck Tech), Jeep and Off-road (Northridge4x4), Off-road Truck (Stage 3 Motorsports, TrailRecon, PRL Motorsports, Adams Driveshaft), and Manufacturing/Proprietary Brands (Grimm Off-road). The Automotive division includes Wholesale (Launch Distribution), compact performance (RallySport Direct, SubiSpeed, FTSpeed) and Manufacturing/Proprietary Brands.

Candidates must pass a pre-employment background check, and a drug test where applicable, for safety related positions upon hire (please note, not all charges disqualify you from employment).

APG is an equal opportunity employer. This job description is subject to change without notice. This description is intended to explain the general nature and level of work being performed by people assigned to this position. It is not intended to be an entire list of all activities, tasks and skills required of people in this position.