Inside Sales and Service

SUMMARY:
Responsible for selling parts to all clients: over the counter, through the store, or on the phone, to meet the
store’s sales objectives; Assisting customers with purchases and inquiries in a friendly and professional
manner; ensures a positive shopping experience by providing exceptional customer service to all clients,
customers, and vendors. Maintain a good working relationship with customers to encourage repeat and
referral business.
ESSENTIAL DUTIES:
 Proficient in the use of the computer system to perform sales, credits. transfers, warranties and
adjustments to service the client’s needs.
 Assists all clients (retail and shop) in selecting required parts in a friendly, professional, and
efficient manner.
 Informs clients of companion part requirements and specials and ensures that the client is exposed
to the full product line.
 Informs and promotes the NAPA Rewards Program to customers.
 Answers phone calls, provide price quotes and other information in a timely manner.
 Provides a high level of service to internal and external clients.
 Ensures that customer complaints are handled professionally, promptly, and friendly.
 Pulls and fills out orders from stock and follow up on back ordered parts
 Utilizes the store’s price plan & matrix when selling all parts.
 Immediately notifies Store Leaders of out-of-stock parts or shop materials that need immediate
attention.
 Locates out-of-stock parts from outside source and submits an emergency order, if necessary.
 Notifies the client when special ordered parts have been received on a timely basis.
 Follows up on back-ordered parts in a timely manner.
 Verifies will-call, special-order parts, and returns weekly to vendors, or stocks those items not
picked up.
 Ensures all charge sales are signed by the customer as required per Store policies and procedures.
 Ensures that all customers receive their copy of the invoice.

 Issues credit for parts returned, ensuring that the original invoice, or its number, is available so
that purchase and pricing can be verified.
 Keeps orderly and accurately, records of all orders and special-order parts.
 Sets up orders for daily shipment, delivery, or pick-up for transfers and deliveries.
 Solicit assigned accounts by phone.
 Keeps front and rear counter areas are always clean and uncluttered; always ensuring the area is
safe and neat.
 Cleans computer terminals and printers daily.
 Performs cashier duties for customers.
 Participates and complete in all training programs that are made available for the ISS
(Counterperson) position, which includes Store Processes and Procedures.
 Keeps current on new products and product updates.
 Keeps current and implements all Store and Company policies and procedures.
 Participates with the Leader in maintaining a lost sales tracking program.
 Participates in Store meetings as required by Store management.
 Understands & upholds the store standards.
 Maintains professional appearance and hygiene; Ensure work uniform and name badge always
worn.
 Be a part of a positive team by being a positive team player.
 Completes and remains current with all mandatory manufacturing, safety compliance,
safeguards, and cybersecurity training.
ADDITIONAL DUTIES:
 Assists daily in restocking and replenishing the Retail Sales Area (RSA) with inventory.
 Assists Outside Sales Representatives [OSS] with their orders in a timely manner.
 Assists customers with PCH Charge and Cash Account Applications.
 Upon assignment by Store management, staff will work in the warehouse & delivery positions.
 Assist with receiving inventory, work in the warehouse and delivery as directed by Store
management.
 Other duties as assigned by Store Leader or PCH GM.