Job Description

The Customer Support Specialist is responsible for delivering exceptional service to customers through various support channels, including but not limited to email and chat, ensuring a seamless sales experience for heavy duty parts. This role requires a strong customer-focused mindset, problem-solving abilities, and an in-depth knowledge of our product offerings. The specialist will engage with customers, assess their needs, and provide solutions that align with product availability and company profitability goals.

DUTIES & RESPONSIBILITIES

• Provide expert assistance in identifying and sourcing heavy duty parts based on customer requests via support channels.
• Offer recommendations for complementary products to ensure a comprehensive service experience.
• Maintain the confidentiality of pricing lists, structures, and other sensitive company information.
• Respond to customer inquiries regarding products, pricing, availability, and features, while offering alternative solutions when necessary.
• Share digital resources with customers to enhance their access to product information and self-service tools.
• Stay up to date with company initiatives and cross-functional projects to provide well-rounded support.
• Collaborate with internal teams to ensure smooth order fulfillment and resolve any service issues.
• Demonstrate a strong commitment to customer satisfaction, actively seeking ways to improve the overall support experience.

EDUCATION & TRAINING

• High School Diploma (or GED or High School Equivalence Certificate) Required
• Additional training or certification in sales or customer service is a plus.
• Proficiency in Windows-based applications, including Excel, Word, Teams, One Drive, and Outlook.
• Ability to quickly learn and utilize internal software and customer support systems.
• Typing proficiency of 30-40 wpm

KNOWLEDGE & EXPERIENCE

• Minimum of 10 years of experience in sales, preferably in heavy duty parts.
• Proven track record of providing high-quality customer service and support.

SKILLS & ABILITIES

• Active Listening: Ability to fully engage with customers, understand their needs, and provide appropriate solutions.
• Effective Communication: Strong verbal and written communication skills to interact with customers and internal teams professionally.
• Time Management: Ability to prioritize tasks efficiently and manage workload effectively.
• Persuasion & Sales Acumen: Skilled in recommending and upselling products to enhance customer experience.
• Service Orientation: A proactive approach to assisting customers and resolving issues promptly.
• Critical Thinking: Ability to analyze situations, evaluate options, and implement effective solutions.
• Problem Sensitivity: Recognizing potential issues before they escalate and addressing them proactively.
• Deductive Reasoning: Applying general knowledge and company guidelines to specific customer situations.
• Verbal Communication: The ability to clearly articulate ideas, instructions, and information in a way that is easily understood by others.
• Listening Comprehension: The ability to actively process and interpret spoken information to ensure effective communication.
• Reading Comprehension: The ability to accurately understand and interpret written information, instructions, and documentation.
• Written Communication: The ability to convey ideas and information in writing in a clear, concise, and professional manner.

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