Motion Automation Intelligence- Customer Service Representative Specialist

Location

Salisbury, NC, USA

Full time

R26_

Under minimal direction, the CSR Specialist is responsible for calls of a non‑routine nature that require deviation from standardized procedures. This role handles situations that may require additional research depending upon customer response. The CSR Specialist has extensive knowledge of the company's products and services or industry. This role ensures customer expectations are accurately determined and are fully met. The CSR Specialist develops and broadens relationships within a customer organization to fully understand needs and wants.

The CSR Specialist functions as the inside half of the sales team to ensure transactions are error‑free and provides guidance and technical advice to less experienced Customer Service Representatives.

• Respond to customer inquiries, provide quotes and take customer orders via telephone, fax, email, electronic methods, or walk‑in (counter sales). Due to experience & training, may handle the most complex inquiries.
• Relate to all technical customer support activities within the business, call center, field, and business processing. Perform various business support activities including identifying, enhancing, and following specific processes and procedures to maximize the efficiency of the business. Serve as a Subject Matter Expert on one or more technical products.
• Proactively generate sales by actively promoting Motion's products to existing customers. Responsible for selling Motion's products and services by understanding customer needs and meeting their requirements.
• Influence Motion's Gross Profit through negotiating the sale price and purchase price within certain parameters. May adjust non‑contract customer pricing to meet the demands of the customer based on competition, while maximizing the profit for Motion.
• Maintain effective relationships with current and potential customers, ensure customer query resolution, ensure billing and collection, and facilitate customer requests in an efficient and timely manner.
• Order items to ensure appropriate inventory levels are maintained for customers.
• May place orders without approval for orders up to $25,000 per line and $50,000 per Purchase Order.
• Expedite backorders. May pull inventory and prepare order for shipment to customer.
• Source products in branch inventory, Distribution Center inventory or supplier inventory.
• Determine the most cost‑effective method to fulfill customer orders.
• May handle customer returns.
• Partner with Account Representatives to ensure customer satisfaction.
• Provide coaching, guidance and direction to less experienced Customer Service Representatives.
• Assist less experienced Customer Service Representatives with addressing customer needs; especially technical expertise in a particular specialty.
• Perform other duties as assigned.

• Typically requires a bachelor’s degree and three (3) years of related experience or an equivalent combination.

• Reliability, organization and attention‑to‑detail required.
• Excellent communication skills including written, verbal, and listening.
• Ability to multi‑task and time management skills required.
• Excellent computer skills.
• Strong negotiation skills.
• Specialty product knowledge from previous warehouse and inside sales experience required.

Excellent driving record preferred. All company vehicles are subject to continuous video monitoring.

Motion offers an excellent benefits package which includes options for healthcare coverage, 401(k), tuition, reimbursement, vacation, sick, and holiday pay.

Where permitted by applicable law, successful applicants must be fully vaccinated against COVID‑19 prior to start date. COVID‑19 vaccination is a condition of employment, subject to an approved accommodation, and proof of vaccination will be required on or prior to start date.

GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, 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.