Are you passionate about customer service and giving customers a wow experience? Is delivering a highly personalized experience and managing customer expectations on a consistent basis how you start your day with customers? If this sounds like you, we are looking for a dynamic Customer Service Specialist to join our NAPA Integrated Business Solutions (IBS) Team. This integral role on our IBS Team plays a major part in collaborating with multiple IBS locations and management teams to provide leadership, training and resources. This fantastic role will report to a highly supportive IBS Store Manager.
What is NAPA Integrated Business Solutions (IBS):
We manage all Supply Chain activities in order to bring value and efficiencies to our IBS customers. The NAPA Integrated Business Solutions (IBS) program is a partnership with any company that needs on-site assistance running a highly efficient parts department within their organization. In other words, a Store inside a customer's place of business. We partner with some exciting customer business segments such as: ground support maintenance for major airlines, government vehicle maintenance stations, utility companies, construction companies, car dealerships and more. NAPA provides parts management, supply chain expertise, fantastic customer care, that serve our customer's efficiencies and bottom line when we step in to manage their parts departments. Check out this video to learn more about the dynamic division of NAPA IBS www.napa-ibs.com
This Role may be for you if you:
Simply love inventory management and going out of your way for customers in providing world class customer service
Love to be the go to resource when customers/IBS sites have unique parts needs
You are super passionate about the customer experience and constantly looking for ways to make someone's day
Are a road-warrior, love to travel and visit multiple customer sites on a scheduled/as needed basis
The Role:
The Customer Service Specialist will play a critical role in our partnership with one or more of our important IBS customers. The personalized experiences that you create/give will ultimately result in win-win solutions for customers and for the NAPA IBS partnerships!
This is the perfect opportunity for you if are skilled in/focused on:
Customer Satisfaction/Business Review Score
Inventory Management (Turns and Accuracy)
Maintaining and developing local NAPA and Non-NAPA vendor relationships
What you'll be doing:
Works in unison with the IBS, Store Manager ensuring all daily/weekly/monthly reconciliation items are handled per policy and procedure guide
Responds in a timely manner to customer purchase and service questions
Forms relationships with remote site managers, supervisors and technicians. Main point of contact for remote sites communicates often to identify their needs/expectations and make appropriate adjustments to meet those needs
Partners with site managers and staff to conduct regularly scheduled wall to wall inventories of remote consigned inventories
Visits remote site locations on a regular basis. Focuses and enforces best business practices and policies to ensure a superior level of service provided.
Establishes vendor programs with local vendors that can support the remote consigned locations
Adds and removes inventory from remote consigned inventory
Ensures parts in remote locations are 100% bar coded and location coded
Coordinates returns from remote consigned locations to the main IBS facility
Understands, interprets, and complies with all contract requirements and ensures the operation is meeting customer expectations.
Works closely and communicates with company and the customer management team to develop strategies to ensure the overall value of the IBS program.
Understands and maintains the TAMS buy-out PO process.
Ensures the site is using the approved non-company line codes appropriately.
Sources all parts' needs for customers by utilizing various approved IBS vendors.
Ensures performance against service level goals per our IBS customer agreements.
Ensures proper processes and procedures are utilized to minimize inventory shrinkage.
Ensures merchandise is received in a timely and accurate manner as well as put away in the stockroom in an appropriate manner.
Understands and complies with company and customer company policies.
Follows all IBS policies and procedures.
Completes all available IBS operations training provided by company.
Insures proper maintenance and protection of Company store facilities, equipment, inventory and all physical assets of the company.
Ensures adequate training for site managers and staff to ensure a capable workforce
What you'll need:
Passion for customer care, relationship management, and going out of your way to take care of customers
HS Diploma or equivalent required.
Technical school, and/or college degree a plus.
ASE certified within twelve months.
Capable of providing strong leadership to the operation to create a high performing team; i.e., customer focus, open communication, willingness to coach and provide feedback.
Ability to manage two or more people; prioritize and delegate to team members
Ability to lead, provide objective insight/training on IBS processes
Strong communication skills.
Highly organized with an exceptional attention to detail
Requires demonstrated leadership in the automotive after-market industry, preferably an automotive parts department, dealership, jobber, heavy duty and/or fleet establishment.
Possesses working knowledge of the organization's store services.
Must possess high character/integrity and a positive attitude and can adapt to change
Possesses personal drive, self-motivation and initiative to accomplish Company goals and objectives.
Must enjoy working in a fast-paced setting and possess an ability to remain calm under pressure.
Have a willingness and ability to learn.
Possesses analytical problem-solving skills.
Capable of operating a point-of-sale system and cataloging.
Proficient in Microsoft Office and using internet for parts research and sourcing.
Ability to learn and use customer fleet management software.
Must maintain a valid driver's license and be able to legally operate a company vehicle
Must be willing to travel, including overnight stays up to 85% of the time
What's in it for you:
Awesome people and brand
Outstanding health benefits and 401K
Stable company. Fortune 200 with a family feel
A Culture of promotion from within, using your creativity, finding solutions/fixes, and where no 2 days or career paths are the same!
Great training, and ongoing development with support from multiple leaders/your team
Day in the Life:
If this job sounds like a fit, please check out our NAPA IBS Career page to learn more from our IBS employees. Learn more about NAPA IBS - Videos and stories. We want you to have all the information that you need to make sure that this is a fit for you! Our hopes are that the videos and stories you read either excite you to apply or maybe not so much Either way we appreciate you stopping by today!
Next Steps:
Please apply if you think this is a great fit for you! We will reach out to you if we find that you are fit for us. If you decide that this role is not for you, please check out some of our other great careers by visiting NAPAautojobs.com. We would love for you to follow/stay engaged with us to see all the great/fun things we are doing around here!
GPC believes the fair and equitable treatment of employees, customers, suppliers and other persons is critical to fulfilling its vision and goals. GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, age, pregnancy, sexual orientation, gender identity, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.
