Customer Service Associate # 3002 - Replacement Parts

The Customer Service associate is responsible for handling incoming calls from Parts Warehouse, Inc., representing Bumper to Bumper Auto Parts, customers. This includes stocking orders, special orders, and other requests.  Answer customer questions and assist in resolving customer problems.  May manage multiple tasks and demands at the same time in an environment that is fast-paced and moderately stressful at times. Provide support for the Will-Call Department. Check us out at btbautoparts.com and apply today!

Today, Replacement Parts, Inc. and Crow Burlingame is made up of a corporate staff and several different companies, including Parts Warehouse Inc. (PWI). We employ more than 1,400 employees, in twelve (12) states, working at approximately 220 locations, all operating in the aftermarket automotive parts, paint and heavy-duty parts business. In 2019, our company celebrated 100 years of serving our communities as a privately held business with most of our employees spending the majority of their working lives as part of the "Bumper to Bumper Auto Parts" family.

Essential Duties and Responsibilitiesinclude the following. Other duties may be assigned.

• Provide exceptional customer service.  This includes but is not limited to assessing customer needs, meeting quality standards for services and evaluating customer satisfaction.
• Interact with customers to provide information in response to inquiries, handle issues and resolve complaints.
• Receive and process orders and other documents by reviewing for completeness and clarity.
• Process invoices and credit of customer accounts.
• Retrieve parts to complete orders from customers.
• All other job duties as assigned.

Our Benefits (all benefits are based on eligibility and subject to change)

• 401(k) employer matching
• Company Paid Vacation, Holidays, and Sick Days
• Medical, Dental, and Vision
• Company Paid Basic Life Insurance & Long Term Disability
• Short Term Disability
• Flexible Spending Accounts
• Additional Supplemental Life Insurance
• Accident Insurance
• Hospital Indemnity
• Employee Assistance Program
• Employee Purchase Discounts
• Scholarship Program
• Earning Incentives and Bonuses

Supervisory Responsibilities

This job has no supervisory responsibilities.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Job Knowledge - Competent in required job skills and knowledge; displays understanding of how job relates to others.

Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Communications - Expresses ideas and thoughts verbally; exhibits good listening and comprehension.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.

Consultative Selling - Applies product and market knowledge effectively; presents solutions that meet customer objectives.

Attendance/Punctuality - Is consistently at work and on time.

Quality - Demonstrates accuracy and thoroughness.

Qualifications

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

High school diploma or general education degree (GED); one year of parts experience and one year of customer service experience is preferred.

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.  Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have basic computer skills. Experience with Vision Order processing systems is preferred.

Certificates, Licenses, Registrations

ASE certifications are a plus.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; reach with hands and arms and talk or hear.  The employee is frequently required to stand, walk, and use hands to finger, handle, or feel. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly exposed to risk of electrical shock. The employee is frequently exposed to outside weather conditions. The employee is occasionally exposed to moving mechanical parts, fumes, or airborne particles and toxic or caustic chemicals. The noise level in the work environment is usually moderate.

Employment at Replacement Parts, Inc. is subject to post offer, pre-employment drug testing.  Equal Opportunity Employer.   Replacement Parts, Inc. is a drug-free workplace.  *This is a Safety Sensitive position due to the use of heavy equipment, moving conveyors and hazardous material.