Customer Service Representative

SUMMARY: The overall purpose of the Customer Service role is to process all aspects of customer service and providing sales team support. The purpose of this position is to represent Wheeler in a professional and expert manor as a supplier, information resource and customer service-oriented company.

DUTIES & RESPONSIBILITIES:
Responsibilities include, but are not limited to:

Responsible for taking customer calls and required follow up
Place/coordinate customer orders as needed
Process customer emails
Attempts to increase customer experience
Work with customer to determine proper stocking levels
Follow-up with customers on same day of original call
Be able to realize research limitations and properly forward calls to the research department
Evaluate and convey part quality concerns to appropriate department or leaders
Document, monitor and resolve customer complaints/escalate customer issues to management as required
Manage customer master records
Process returns and errors
Perform other duties as assigned or required

MINIMUM REQUIREMENTS:

High school diploma/GED
Ability to demonstrate organizational skills
Basic knowledge of Microsoft Office Suite
Demonstrates a customer-oriented attitude
Candidates must be able to successfully pass background check/drug test

PREFERRED REQUIREMENTS:

Associate degree in relevant field from an accredit college institution
1+ years working in customer service/phone queue environment
Experience/knowledge in medium and heavy-duty truck parts industry
Understanding of vehicle maintenance parts and service practices