Job Description:

Today, Replacement Parts, Inc. is made up of a corporate staff and several different companies that employ over 1,500 employees, in nine (9) states, working at approximately 200 locations, all operating in the aftermarket auto parts, paint and heavy duty parts business ("the aftermarket"). After 100 years in business, our Company functions primarily as a family business. As much as possible, we continue to operate with a family spirit, the success of which can be seen in the many employees who have spent the majority of their working lives with our "Bumper to Bumper" family.

The Customer Service Associate is responsible for handling incoming calls from Parts Warehouse customers including stock orders, special orders and 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 Will Call Department.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provide exceptional customer service. This includes but 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.

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, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

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 of 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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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