Customer Experience Associate

At Autocar Parts, we fight for the customers’ needs. We invest in and grow businesses that disrupt their industries by putting the customers’ needs first. From big data to industrial manufacturing, we deliver tools that transform the work of the people that use them. We are privately owned and expect our team members to act with an owner mindset: Relentless about creating value for the customer. Dogged about finding efficiencies and eliminating waste. Standing arm in arm with the rest of the team until the job is done—and ready to do it again the next day, with a smile.
It is not easy to do things differently. But we do it—because we are passionate about improving our business and the lives of the people who use our tools.

Summary

This position is customer focused and deals with inbound call center, processing customer orders, resolving inquires on credits/returns/warranties by facilitating these requests through the appropriate channels

Key Outcomes

Customer Service is a critical role within our company. We depend on our Call Center employees to service our customers by delivering on our Autocar Trucks pledge of “always up”.  Building strong relationships with our customers and satisfaction that you have resolved their issue.  Working through difficult situations with internal and external customers while maintaining a high level of customer service. 

• Customer satisfaction & retention
• Order processing within 2 hours
• Credit/Return/Warranties processed within 72 hours
• Customer response time for calls & emails within 2 hours
• Process freight claims through claim portal within 2 hours
• Process improvement and simplified efficiencies in support of company and financial goals
• Investigate, analyze, and process claims

Essential Duties & Responsibilities

• Guide and process customer orders and inquiries in a fast-paced environment.
• Communicate with customers via phone and email via case management.
• Investigate and solve customer problems and find best possible solutions.
• Help customers navigate our website and place orders online (Automated order entry).
• Provide knowledgeable answers to questions about products, pricing, and availability.
• Respond to shipping inquiries and answer order status questions.
• Become a product expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service.

• Analyze and process all required paperwork related to refunds, returns, and warranties

• Generate credit memos and replacement orders adding details into Enterprises Resource Planning (ERP) system for tracking and review purposes
• Comply with changes in policies or renewals
• Process freight claims through claim portal
• Process warranty claims through supplier portal
• Serve as liaison between supplier, customer, and internal departments to investigate claims, to ensure claims are resolved, process orders, returns, credits and warranties.

Required Education, Certification, Training:

• Bachelor's degree or high school diploma with 3+ years of relevant experience. Bachelor's degree is strongly preferred.

Key Competencies

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.  W