Commercial Sales Center Agent

SUMMARY:

The Commercial Sales Center Agent (CSCA) is responsible for supporting National Commercial accounts that have a specialized business need. The CSCA develops and maintains positive relationships with Commercial customers by managing the acquisition and delivery of products, providing WOW! Customer Service and demonstrating expertise of automotive parts and inventory. The CSCA will exhibit the ability to Research, Diagnose, and Resolve Commercial invoicing issues. The CSCA also assists with the acquisition of new business by serving as a liaison between partnering organizations and the Commercial Sales Field Team.

RESPONSIBILITIES:

• Respond to inbound emails and phone calls from Commercial Customers seeking to purchase automotive parts

• Responsible for supporting Commercial accounts by procuring parts, executing follow ups, and partnering with store personnel to ensure timely service delivery

• Effectively collaborate with other members of the CSC (Commercial Sales Center) to resolve issues in a timely manner

• Act as a consultative partner to Commercial customers by maintaining expert knowledge on automotive parts and industry

• Maintain Core records, process returns, cancellations, and reschedules for Commercial customers

• Assist with resolving returns, invoice and additional billing related issues

• Conduct outbound sales calls to existing and potential Commercial customers

• Assist the Field Team with setting up Battery Consignments and Stocking Programs for Commercial customers

• Respond to customer complaints, concerns, and inquiries in a timely and professional manner

• Follow Commercial Sales Center process and procedure guidelines

• Performs other duties as assigned

POSTION REQUIREMENTS:

• High School Diploma or equivalent (GED)

• Strong knowledge of automotive parts and repair is required

• 1-3 years of experience working with Commercial Customers in the Auto Repair industry required

• 1-3 years of experience in a Support/ Call Center environment required

• Effective leader with excellent communication skills, strong decision making abilities, and excellent selling skills

• Proficient in Microsoft Office (Outlook, Word and Excel) strongly recommended

• Ability to work a flexible schedule to meet the business needs, including holidays, evenings, and weekend shifts

• Ability to work independently and/or with team members on joint projects

• Ability to effectively manage change in a fast-paced, multi-tasking Support/ Call Center environment

• ASE (Automotive Service Excellence) certifications are a plus