At Parts ASAP, we’ve built North American’s most comprehensive source for agricultural and construction parts by seamlessly 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.
Summary
The Customer Service Representative is responsible for assisting phone and walk in customers with sales of used, new and rebuilt parts/equipment while ensuring outstanding customer satisfaction through effective communication and efficient handling of customer inquiries. This role requires a strong commitment to providing exceptional service and the ability to thrive in a fast-paced environment.
Job Responsibilities
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Responds promptly to customer inquiries in a professional and courteous manner.
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Provides accurate information about products, services, and company policies.
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Provides price quotes to customers utilizing company standards for pricing and for accurate freight quotes.
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Collaborates with other departments to resolve complex issues and escalates when necessary.
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Clearly and concisely communicates information regarding products, services, and resolutions to customers.
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Keeps customers informed about the status of their inquiries and provides follow-up when necessary.
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Documents and reports customer feedback and recurring issues to the appropriate teams.
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Stays up-to-date on product knowledge and company policies to provide accurate information to customers.
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Assists in training new customer service representatives as needed.
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Participates in ongoing training and quality assurance programs to enhance performance.
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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
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Ability to stand, climb, bend and kneel on an occasional basis.
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Prolonged periods of sitting at a desk and working on a computer.
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Regular manual dexterity/coordination: hand/eye movements, motor control.
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Regular visual effort: concentrated reading of documentation or close viewing of computer displays.
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Able to push, pull and lift up to 50lbs. on an occasional basis.
Competencies necessary to perform this job
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Organization – Ability to prioritize multiple tasks and maintain a smooth work flow.
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Teamwork – Ability to work closely with a variety of employees while maintaining a positive attitude.
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Problem Solving – Identify and resolve problems in a timely manner.
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Communication – Speak clearly and persuasively in positive or negative situations. Ability to ask detailed questions to comprehend requests.
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Safety and Security – Follow safety policies/plans created by the company; utilize tools and equipment in a safe and proper manner.
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Customer Service – Treat all customers (internal and external) with high respect and an elevated level of importance.
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Time Management – Gauge length of calls/personal interactions to ensure all customers are handled in a timely manner; allot time for customer call backs.
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Stress Management – Practice personal strategies to remain calm and helpful in all situations.
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Professionalism – Maintain a neat appearance and speak professionally with customers as you are the first impression for our company.
Required Education/Experience/Skills
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High School graduate, or equivalent work experience.
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1-3 years customer support/service experience.
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Proficient with Microsoft Office Suite or related software.
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Intermediate to advanced knowledge of agricultural/construction or material handling products and their markets.
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Excellent written and verbal communication skills.
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Highly organized with strong attention to detail.
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Ability to work independently and on a team.
We are committed to supporting the health, financial security, and well-being of our employees and their families. Our competitive benefits package includes:
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Medical, Dental, and Vision Insurance.
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Company-Paid Life insurance.
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Group RRSP program.
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Employee Assistance Program (EAP) for confidential counselling and support.
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Paid Time off.
We invest in our people because we know our success depends on theirs.
