Job Description

Job Title:

Customer Service Representative - eCommerce

Job Function:

Inside Sales

Reports To:

Store Manager

Classification:

Non-Exempt

Date Approved/Revised:

February 8, 2024

Summary

This position is responsible for ensuring outstanding customer satisfaction through effective communication and efficient handling of customer inquiries. Responsibilities include assisting phone and eCommerce customers with sales of used, new, and rebuilt parts/equipment. This role requires a strong commitment to providing exceptional service and the ability to thrive in a fast-paced environment.

Essential Duties and Responsibilities

Employee must be able to perform these essential functions of the position satisfactorily and, if requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.Develops a strong understanding of the eCommerce platforms. Participates in the completion of Ecommerce orders, including sourcing of parts. Develops the knowledge for the calculation of freight; both small package and LTL. Understands the companies order fulfillment processes. Responds to warehouse notices when inventory exceptions are received. Responds to Ship Confirm notices when inventory exceptions are received. Monitors eCommerce email error messages. Understand eCommerce performance Metrics. Coordinates with eCommerce Supervisors daily priorities. Coordinates with Counter Assistants for customer returns of parts and/or core. Answers Customer Communications from ecommerce platforms. Performs all other duties as assigned. Complies with the requirements of the company's ISO 9001 Quality Management System (when required).

Supervisory Responsibilities

This position does not have supervisory responsibilities.

Physical Requirements

Ability to stand, climb, bend and kneel on an occasional basis. Prolonged periods of sitting at a desk and working on a computer. Regular manual dexterity/coordination: hand/eye movements, motor control. Regular visual effort: concentrated reading of documentation or close viewing of computer displays. Able to push, pull and lift up to 50lbs. on an occasional basis.

Potential Hazards

This position is not exposed to any hazardous substances.

Competencies necessary to perform this job

Time Management - Effective time management skills to independently complete tasks with minimal disruption to company users. Organization - Ability to prioritize multiple tasks and maintain a smooth work flow. Teamwork - Ability to work closely with a variety of employees while maintaining a positive attitude. Problem Solving - Identify and resolve problems in a timely manner. Communication - Speak clearly and persuasively in positive or negative situations. Ability to ask detailed questions to comprehend requests. Safety and Security - Follow safety policies/plans created by the company; utilize tools and equipment in a safe and proper manner. Stress Management - Practice personal strategies to remain calm and helpful in all situations. Professionalism - Maintain a neat appearance and speak professionally with customers as you can be the first impression for our company.

Required Education/Experience/Skillx

High School graduate, or equivalent work experience. 1-3 years previous sales experience with eCommerce, preferably with an agricultural company. Intermediate knowledge of agricultural equipment.
Proficient computer knowledge including e-mail, Word, and Excel software. Strong writing skills in order to draft responses to customers.

Preferred Education/Experience/Skills

None

Certifications, Licensees or Registrations Required/Preferred

This position does not require any special certifications, licenses, or registrations.

UNITED STATES Employee Acknowledgement:

I understand this is not meant to be an all-inclusive job description, but does highlight the majority of expectations for this position. Management reserves the right to change this description as necessary.

I also understand that my employment with Parts ASAP (and affiliates) is an "at-will" status and may be terminated at any time with or without cause by the company or me. This job description does not constitute an employment contract nor does it guarantee employment for any length of time.

I have received this and I understand that it is my responsibility to perform these duties as requested and within compliance of company policy.

Employee Signature Date

Employee printed name