Customer Service Representative III

SUMMARY

The Customer Service Representative III will be working collaboratively with the Customer Success Manager and Sales Team to proactively enhance the quality of service provided to Aurora's Premier Customers. The primary focus is on establishing clear team goals aimed at improving customer satisfaction, retention, loyalty, and advocacy while streamlining processes. It involves utilizing CRM tools for effective communication and management of Premier Customers, requiring excellent communication skills, empathy, and the ability to identify and address customer needs.

Candidates should have prior customer-facing experience in a B2B setting, understand business processes, be familiar with order/shipping guidelines, claims, possess knowledge of CRM systems, and be capable of upselling products to Premier Customers.

DUTIES AND RESPONSIBILITIES

• Communication Management: Effectively manage and track all communications with assigned Premier base customers, utilizing various communication channels according to customer preferences.
• Order Management: Oversee all ordering activities for the assigned Premier customer base, proactively updating customers on order status from placement to confirmation of receipt, including addressing milestone interruptions and issues such as shipping delays and charges.
• Collaboration and Feedback: Collaborate with Customer Success Managers (CSMs) and Sales Teams to address areas of concern, identify opportunities, and review Service Level Agreements (SLAs) with Premier customers. Assist with tasks like part searches, substitutes, part quoting, pricing, availability, and handling claims.
• Problem Solving and Efficiency: Research and propose best practices and solutions to save Premier customers time and money, including offering alternate or substitute parts, part, and freight quoting, and suggesting alternative shipping methods.
• CRM and Sales Opportunity Management: Utilize CRM tools to identify and open sales opportunities for quoting and upselling product.
• Claims and RGA Processing: Process claims and Returns Goods Authorizations (RGAs) in accordance with established procedures and guidelines.

KNOWLEDGE AND SKILL REQUIREMENTS

1. Associates degree or higher, plus at least 2 years’ relative experience or minimum of four years related proven successful experience.
2. Experience in customer facing B2B role.
3. Product knowledge
4. Ability to sell products via the phone.
5. Excellent written and verbal communication skills.
6. Excellent phone skills
7. PC, Microsoft Office Suite, and basic computer knowledge.  Specific knowledge internal operating systems are beneficial.
8. Attention to detail and task completion skills.

WORKING CONDITIONS AND PHYSICAL EFFORT

1. Work is normally performed in a typical interior/office work environment.
2. Bending and light lifting
3. Travel air/land travel may be required.
4. Generally limited exposure to risk

Aurora Parts & Accessories, LLC is an equal opportunity employer. We are committed to providing a work environment that is free from discrimination and harassment. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by applicable federal, state, or local laws. All employment decisions, including hiring, promotions, compensation, benefits, and job assignments, are made without regard to these protected characteristics.