Customer Experience Associate

Description

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

The Customer Experience Associate role is customer focused and deals with inbound call centers, processing customer orders, resolving inquiries on credits/returns/warranties by facilitating these requests through the appropriate channels

What We Offer

• Competitive compensation that recognizes your skills, experience, and impact
• Performance-based annual bonuses that reward results and contributions
• Comprehensive medical, dental, and vision coverage to support your well-being
• 401(k) with a 4% company match to help you invest in your future
• 8 paid company holidays to rest, recharge, and maintain work-life balance

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.

Position Requirements

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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Excellent verbal and written communication skills.
• Advanced skills and knowledge of Excel and Word.
• Strong follow up and team skills.
• Ability to multi-task, problem solve and prioritize to meet deadlines.

Key Competencies

To perform the job successfully, an individual should demonstrate the following 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. Working with multiple software’s and platforms simultaneously.

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.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan.

Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Required Education, Certification, Training

To perform the job successfully, an individual should have or obtain the following education, certification, or training:

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

Work Environment:Office setting

Physical Requirements:

• Capable of meeting OSHA standards for manual lifting guidelines: < 50lbs
• While performing the duties of this job it is required to stand, walk, and use hands; reach with hands or arms; climb, balance, stoop, kneel, or crouch when necessary for job activity.
• Ability to stand, sit, and/or walk for extended periods.

Legal and Compliance Statements

At-Will Employment:

This job description does not create a contract of employment, nor does it alter the at-will employment relationship. Employment with the company is voluntary and may be terminated at will by either the employee or the company, with or without cause, and with or without notice.

Job Duties Disclaimer:
The duties and responsibilities outlined here are representative but not exhaustive of the tasks that the employee may be required to perform. Management reserves the right to modify, add, or remove duties and to assign other tasks as necessary to meet business needs.

Equal Employment Opportunity:
Autocar is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or any other characteristic protected by law.

Compliance with Laws and Policies:
The employee must adhere to all federal, state, and local employment laws and regulations, as well as all company policies and procedures.

Reasonable Accommodations (ADA Compliance):
Autocar complies with the Americans with Disabilities Act (ADA) and provides reasonable accommodations to qualified individuals with disabilities. Employees who require assistance or accommodations should contact Human Resources.

Confidentiality and Data Protection:

Employees are expected to maintain the confidentiality of sensitive information and comply with company policies regarding data protection and proprietary information, in accordance with applicable laws.

Non-Exhaustive List of Duties:

This job description is not intended to be an exhaustive list of all responsibilities or qualifications associated with the position.