Customer Service Representative - eCommerce

Job Description

Job Description

Job Description

Job Title : Customer Service Representative - eCommerce

Job Function : Inside Sales

Reports To : Store Manager

Classification : Non-Exempt

Date Approved / Revised : February 8, 2024

Summary

This position is responsible for ensuring outstanding customer satisfaction through effective communication and efficient handling of customer inquiries. Responsibilities include assisting phone and eCommerce customers with sales of used, new, and rebuilt parts / equipment. This role requires a strong commitment to providing exceptional service and the ability to thrive in a fast-paced environment.

Essential Duties and Responsibilities

Employee must be able to perform these essential functions of the position satisfactorily and, if requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.

• Develops a strong understanding of the eCommerce platforms.
• Participates in the completion of Ecommerce orders, including sourcing of parts.
• Develops the knowledge for the calculation of freight; both small package and LTL.
• Understands the companies order fulfillment processes.
• Responds to warehouse notices when inventory exceptions are received.
• Responds to Ship Confirm notices when inventory exceptions are received.
• Monitors eCommerce email error messages.
• Understand eCommerce performance Metrics.
• Coordinates with eCommerce Supervisors daily priorities.
• Coordinates with Counter Assistants for customer returns of parts and / or core.
• Answers Customer Communications from ecommerce platforms.
• Performs all other duties as assigned.
• Complies with the requirements of the company’s ISO 9001 Quality Management System (when required).

Supervisory Responsibilities

Physical Requirements

Potential Hazards

Competencies necessary to perform this job

Required Education / Experience / Skillx

Preferred Education / Experience / Skills

Certifications, Licensees or Registrations Required / Preferred

UNITED STATES Employee Acknowledgement :

I understand this is not meant to be an all-inclusive job description, but does highlight the majority of expectations for this position. Management reserves the right to change this description as necessary.

I also understand that my employment with Parts ASAP (and affiliates) is an “at-will” status and may be terminated at any time with or without cause by the company or me. This job description does not constitute an employment contract nor does it guarantee employment for any length of time.

I have received this Job Description and I understand that it is my responsibility to perform these duties as requested and within compliance of company policy.

Employee Signature Date

Employee printed name