Job Description

SUMMARY:

A Mail Order Associate interfaces with customers by phone and process order requests into the computer. Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

may include the following. Other duties may be assigned.

Talking with potential customers by answering product and service questions; suggesting information about other products and services. Using the computer to Look up records and enter customer information. Process sales orders for motorcycle and ATV parts and accessories. Answer customer questions and deliver customer service. Determine and communicate prices for parts requested. Process change of address information. Process order cancellations and changes. Soliciting sale of feature, cross-selling, and up-selling products to customers. Completing any follow-up necessary to ensure complete and accurate service and customer satisfaction. Addressing complaints and customer concerns and bringing them to the attention of assigned Supervisor for further investigation and consideration. Resolving customer service issues within a reasonable level of authority. Displaying the ability to control calls and meet/exceed customer needs and expectations. Also displaying good judgment by enlisting the assistance of supervisory or mentor help when required. Displaying and understanding of, and the ability to, process International customer orders. Displaying development of product and technical knowledge, as well use of the Chaparral motorsports catalog and web resources. Displaying flexibility in work schedule.

QUALIFICATIONS

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to perform this job successfully, an individual must be able to perform each essential duty satisfactory. The requirements listed below are representative of the knowledge, sill, and/or ability required.

KNOWLEDGE

Customer and Personal Service -

Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

English Language -

Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Clerical -

Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography, and transcription, designing forms, and other office procedures and terminology.

Computers and Electronics -

Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
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BASIC SKILLS

Active Learning-

Understanding the implications of new information for both current and future problem-solving and decision-making.

Active Listening-

Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Critical Thinking-

Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Learning Strategies-

Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.

Mathematics -

Using mathematics to solve problems.

Monitoring-

Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Reading Comprehension-

Understanding written sentences and paragraphs in work related documents.

Science -

Using scientific rules and methods to solve problems.

Speaking-

Talking to others to convey information effectively.

Writing-

Communicating effectively in writing as appropriate for the needs of the audience.
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SOCIAL SKILLS

Coordination-

Adjusting actions in relation to others' actions.

Instructing -

Teaching others how to do something.

Negotiation-

Bringing others together and trying to reconcile differences.

Persuasion-

Persuading others to change their minds or behavior.

Service Orientation-

Actively looking for ways to help people.

Social Perceptiveness-

Being aware of others' reactions and understanding why they react as they do.
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COMPLEX PROBLEM-SOLVING SKILLS

Complex Problem Solving-

Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
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TECHNICAL SKILLS

Equipment Maintenance -

Performing routine maintenance on equipment and determining when and what kind of maintenance is needed.

Equipment Selection -

Determining the kind of tools and equipment needed to do a job.

Installation -

Installing equipment, machines, wiring, or programs to meet specifications.

Operation and Control -

Controlling operations of equipment or systems.

Operation Monitoring -

Watching gauges, dials, or other indicators to make sure a machine is working properly.

Operations Analysis -

Analyzing needs and product requirements to create a design.

Technology Design -

Generating or adapting equipment and technology to serve user needs.

Troubleshooting -

Determining causes of operating errors and deciding what to do about it.
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SYSTEM SKILLS

Judgment and Decision Making-

Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Systems Analysis -

Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.

Systems Evaluation -

Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.



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RESOURCES MANAGEMENT SKILLS

Management of Financial Resources -

Determining how money will be spent to get the work done, and accounting for these expenditures.

Management of Material Resources -

Obtaining and seeing to the appropriate use of equipment, facilities, and materials needed to do certain work.

Management of Personnel Resources -

Motivating, developing, and directing people as they work, identifying the best people for the job.

Time Management-

Managing one's own time and the time of others.

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 use hands to finger, handle, or feel and talk or hear. The employee occasionally is required to stand, walk, bend, stoop and reach with hands and arms. The employee is required to sit for duration of the shift. Specific vision abilities required by this job include close vision, color vision, peripheral vision, and ability to adjust focus. Occasionally lift up to 25 pounds

BODY POSITIONING

Spend Time Making Repetitive Motions Spend Time Sitting Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls

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.




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Communication

Contact With Others Electronic Mail Face-to-Face Discussions Letters and Memos Public Speaking Telephone
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Competition

Level of Competition
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Conflictual Contact

Deal With Unpleasant or Angry People Frequency of Conflict Situations
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Environmental Conditions

Cramped Workspace, Awkward Positions
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Impact of Decisions

Frequency of Decision Making Impact of Decisions on Co-workers or Company Results
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Routine versus Challenging Work

Importance of Being Exact or Accurate Importance of Repeating Same Tasks Structured versus Unstructured Work
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Pace and Scheduling

Time Pressure
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Role Relationships

Coordinate or Lead Others Deal With External Customers Work With Work Group or Team
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Telecommuting

Not available for this position



While performing the duties of this job, the employee is required to work within an office setting within a controlled temperature environment.