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.