<p>Our mission is to be a trusted workplace for team members to be their whole selves at work. A company that people love and positively impacts the lives of all whom we touch.</p> <p>be your best self</p> <p>At Interstate Batteries, you have the chance to be excellent at work and excellent at life. We know that professional success depends on personal wellbeing. That's why we want to enrich your life with the tools and services you need to succeed in every area of your life. Join us!</p> <p>Purpose of Job</p> <p>As a Customer Service Representative (CSR), you bring value to the organization with your ability to handle all customer related situations, regardless of their difficulty, with grace and ease. The Customer Service Representative must take ownership of every Enterprise related challenge with our strategic partners and customers. The focus is on resolving any and all issues for Store Managers, Distributors, Customers, and Store Owners with speed and accuracy while displaying a servant's heart and integrity. The Customer Service Representative helps reinforce the foundation for the Enterprise by delivering quality solutions on a daily basis using the Core Values to guide your behavior. The Customer Service Representative's actions will drive and deliver our "Win 6" philosophy.</p> <p>Team members: support and serve your coworkers by delivering outstanding customer service which will allow your team members to flourish.</p> <p>Partners: place high value and standards with regards to your relationships with our Business Partners while having an attitude of humility and grace.</p> <p>Customers: approach each customer with a sense of urgency to satisfy their needs, which should be placed above all else.</p> <p>Suppliers: our vendors and suppliers are the life blood of the company and should be treated with the utmost respect and integrity.</p> <p>Communities: although we are individuals within a business, we are all within a community of one. Your approach to the community should be that of value, integrity, honesty and a servant's heart.</p> <p>Shareholders: the legacy of our shareholders has brought us together in this place. It is our honor and duty to bring value to that legacy by maximizing the return on their investment which has built our future.</p> <p>Job Components</p> <p>Strategic Partners, Team Member and Customer Support (50%):</p> <ul> <li> <p>Ensure Customer satisfaction by providing the back-end support for their businesses for sales, invoices and order related concerns</p> </li><li> <p>Establish Customers' credit needs and facilitate approval with the Accounting Department</p> </li><li> <p>Efficiently research, document, and process necessary information for store credits and Return Merchandise Authorizations (RMA)</p> </li><li> <p>Provide product support and education for store personnel with the goal of expanding revenue within the account</p> </li><li> <p>Effectively enter all sales and credit orders</p> </li><li> <p>Process all Return Merchandise Authorizations (RMA) and United Postal Service call tags with detailed proficiency</p> </li><li> <p>Handle purchase orders using order-placing system for supplies, specialty batteries, and accessories.</p> </li><li> <p>Working on and processing all emails quickly and accurately</p> </li><li> <p>Research and process credit memos while insuring follow through to team member and customers</p> </li><li> <p>Research and process warranty returns, ensuring follow through to every team member and customer involved so that expectations as to the resolution are met</p> </li><li> <p>Work with IT Support personnel in identifying, researching and resolving any and all computer related issues affecting orders</p> </li><li> <p>Resolve shipment tracking and delivery issues, keeping in mind cost control measures</p> </li><li> <p>Deliver excellence in researching and prioritizing customer service issues with the goal and objective of solving the issue and exceeding their expectations</p> </li><li> <p>Possess courage to solve complicated and/or escalated customer issues</p> </li><li> <p>Teamwork and Self Management Component (20%)</p> </li><li> <p>Responsible for continual training, developing relevant skills and product knowledge</p> </li><li> <p>Monitor market conditions and report competitor activities to the team</p> </li><li> <p>Utilize customer contact tools and systems, keeping systems updated with relevant information</p> </li><li> <p>Promote a team environment to achieve sales goals</p> </li><li> <p>Speak positively about the system, customers, company and staff at all times while promoting goodwill</p> </li><li> <p>Accept constructive criticism appropriately and use to maximize service goals</p> </li><li> <p>Participate in daily and weekly meetings with an eagerness to learn and grow</p> </li><li> <p>Cultivate and protect Interstate Battery's purpose and values while promoting unity among your team members based on our Core Values and "Win 6" philosophy</p> </li><li> <p>Reporting (20%):</p> </li><li> <p>Produce and analyze reports on various metrics within the sales and customer service organization</p> </li><li> <p>Implement and monitor strategies developed to meet the objectives of the Interstate Battery Playbook and report the KPI results to key stakeholders</p> </li><li> <p>Other (10%):</p> </li><li> <p>Be approachable, support team activities and enhance customer experience</p> </li><li> <p>Always uphold the company's culture for a positive, fun, team-oriented work environment</p> </li><li> <p>With a servant's heart, perform other duties and responsibilities as assigned, which could include but is not limited to, administrative support to Managers, Strategic Partners, and Team Members</p> </li><li> <p>Always uphold the company Core Values and "Win 6" philosophy</p> </li></ul> <p>Qualifications & Requirements</p> <p>Performance Metrics: TBD</p> <ul> <li>Maintain professional growth through actively updating personal development plan and participate 1:1 meetings with your leader </li><li>Participate in continuing education opportunities each year, including but not limited to: </li><li>Optional training opportunities </li><li>Lunch and Learns </li><li>E-learning courses on IB University </li></ul> <p>Competencies:</p> <ul> <li>Must be fluent in English with excellent verbal and written communication skills </li><li>Fluent in Spanish is a plus </li><li>Demonstrate ability to communicate effectively, both orally and in writing, with all members of the team, as well as store personnel and end user customers </li><li>Must possess superb telephone etiquette and have solid vocabulary and math skills </li><li>Motivated, positive self-starter with pleasant personality and professional demeanor </li><li>Must consistently display ability to interact and converse well with all personality types </li><li>Use logic and reasoning critical thinking to identify, research, and resolve various issues </li><li>Must display solid organization and time management skills </li><li>Display proficiency with general office machines (PC, copier, fax, etc) and Microsoft Office components (Outlook, Word, Excel) </li><li>Dependable and consistent performance and attendance </li><li>Battery, automotive or industrial knowledge helpful but not required </li><li>High school diploma or GED is required </li><li>1-2 year prior customer service experience preferred, with a proven track record of high standards and service ratings </li><li>Accurate typing at least 35 words per minute </li></ul> <p>Ability to multi-task while maintaining a high level of accuracy</p> <p>Work Environment</p> <ul> <li>Professional team oriented environment with emphases on high level performance and achievement </li><li>This is largely a sedentary role, using a computer and talking on the phone with headset for long periods of time. </li><li>Interfacing with various departments </li><li>Ability to focus in an open work environment with multiple distractions </li><li>Business causal work place dress policy </li></ul> <p>Available for work during full business hours of 7:00am to 7:00pm</p> <p>Note: We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.</p> <p>Interstate Batteries provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Interstate Batteries complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.</p> <p>Interstate Batteries expressly prohibits unlawful discrimination on the basis of age, race, color, religion, creed, sex, gender (including pregnancy, childbirth, breastfeeding or related medical conditions), sexual orientation, medical condition, genetic information, national origin, ancestry, disability (mental and physical), marital status, military status, veteran status, citizenship or any other characteristic protected under applicable local, state or federal law.</p>