Customer Service Rep

The Customer Service Rep position is vital to our sales team and the success of Allen Performance Resources, Inc.This position is responsible for processing product returns resulting from warranty claims, new product returns or exchanges, service repairs, and distribution errors.Processing includes tracking, documenting, and billing as needed for each order.Customer interaction is a key component in the process as well.The Customer Service Rep must be able to field calls transferred from sales team members to assist customers with questions and concerns relating to warranties, services, or repairs.The CSR must be knowledgeable about the company's return policy and able to apply the policy on a case-by-case basis.In addition, the Customer Service Representative is responsible for:attending to walk-in customers acting as operator for incoming calls (answering, transferring, messages) contacting customers about shipments and possible concerns managing documentation for dealers and wholesale dealers to remain compliant with sales tax requirements and PSC Dealer guidelines generate reports to determine the amount of warranties, returns, and shipping/sales errors occurring in a given time period to improve our customer satisfaction all other duties assigned The CSR must possess strong verbal and written communication skills, the ability to multi-task, engage positively with customers, and quickly arrive at solutions.Strong computer skills in Microsoft Word, Outlook (email), Excel are required.The CSR will need to learn Acctivate, the customer invoicing and inventory software used by PSC.Knowledge of shipping and UPS processes a plus, but not necessary.Reports To The Customer Service Representative will report to the Sales Lead.Job Brief The Customer Service Representative is responsible for supporting customers throughout their purchase process to ensure a positive customer experience while remaining compliant with PSC policies and procedures.Responsibilities and Duties Manage warranty calls and issues from start to end Answer assigned phone queues and redirect calls as needed Attend to walk in customers Manage repair and service documentation from start to end Maintain internal records and tracking of all warranty, service, and repair orders Update status of orders in Acctivate Assist Sales Team with shipping issues and tracking if needed Review dealer annual sales for dealer compliance Ensure dealer packets are kept updated and renewed annually Resolve escalating issues including coordinating with other departments Skills Attention to detail Ability to organize and monitor customer follow-up (calls, emails, etc.) Microsoft Office Microsoft Excel Acctivate (customer invoicing and inventory control system) Strong oral/verbal communication skills Strong written communication skills for a variety of email situations (use of templates) Ability to multi-task in a fast-paced environment Team Player Qualifications/Education 2 years in customer service Automotive knowledge preferred but not required Tolerant to occasional exposure of non-climate controlled environment High School Diploma, GED, or related work experience.