Customer Service Representative

Overview

At Parts ASAP, we’ve built North America’s most comprehensive source for agricultural and construction parts by uniting companies, teams, processes, knowledge bases – and our most important resource – our Parts ASAP people. Our Parts ASAP people support our growth and define our success by embracing the driving principles at our company’s core: unparalleled access to parts for all types of equipment, an unrelenting commitment to customer success, and a constant drive for improvement.

Responsibilities

• Responds promptly to customer inquiries in a professional and courteous manner.
• Provides accurate information about products, services, and company policies.
• Provides price quotes to customers utilizing company standards for pricing and for accurate freight quotes.
• Collaborates with other departments to resolve complex issues and escalates when necessary.
• Clearly and concisely communicates information regarding products, services, and resolutions to customers.
• Keeps customers informed about the status of their inquiries and provides follow-up when necessary.
• Documents and reports customer feedback and recurring issues to the appropriate teams.
• Stays up-to-date on product knowledge and company policies to provide accurate information to customers.
• Assists in training new customer service representatives as needed.
• Participates in ongoing training and quality assurance programs to enhance performance.
• As experience develops on the basic job requirements, duties may be enhanced to require additional tasks including but not limited to: processing orders from online sales, confirming third party shipments to our customers, and answering questions from our online customers.
• Performs all other duties as assigned.

Physical Requirements

• Ability to stand, climb, bend and kneel on an occasional basis.
• Prolonged periods of sitting at a desk and working on a computer.
• Regular visual effort: concentrated reading of documentation or close viewing of computer displays.
• Able to push, pull and lift up to 50lbs. on an occasional basis.

Competencies necessary to perform this job

• Organization – Ability to prioritize multiple tasks and maintain a smooth work flow.
• Teamwork – Ability to work closely with a variety of employees while maintaining a positive attitude.
• Problem Solving – Identify and resolve problems in a timely manner.
• Communication – Speak clearly and persuasively in positive or negative situations. Ability to ask detailed questions to comprehend requests.
• Safety and Security – Follow safety policies/plans created by the company; utilize tools and equipment in a safe and proper manner.
• Customer Service – Treat all customers (internal and external) with high respect and an elevated level of importance.
• Time Management – Gauge length of calls/personal interactions to ensure all customers are handled in a timely manner; allot time for customer call backs.
• Stress Management – Practice personal strategies to remain calm and helpful in all situations.
• Professionalism – Maintain a neat appearance and speak professionally with customers as you are the first impression for our company.

Required Education/Experience/Skills

• High School graduate, or equivalent work experience.
• 1-3 years customer support/service experience.
• Proficient with Microsoft Office Suite or related software.
• Intermediate to advanced knowledge of agricultural/construction or material handling products and their markets.
• Excellent written and verbal communication skills.
• Highly organized with strong attention to detail.
• Ability to work independently and on a team.

Benefits

• Medical, Dental, and Vision Insurance.
• Company-Paid Life insurance.
• Group RRSP program.
• Employee Assistance Program (EAP) for confidential counselling and support.
• Paid Time off.

We invest in our people because we know our success depends on theirs.

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