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Customer Service Specialist - II (Web Partners) in Brentwood, NC at WORLDPAC

Date Posted: 3/22/2019

Career Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Brentwood, NC
  • Career Type:
  • Experience:
    Not Specified
  • Date Posted:
    3/22/2019

Career Description



Job Description

Duties:

Provides support to the company's web partner and strategic account business by using analytical and problem solving skills to research and resolve web partner issues and by identifying and developing opportunities for process improvement and sales growth. Also includes managing and maintaining strategic account affiliation alignment, program agreements, KPI’s and rebate reporting.

  • Collects information about competitors through online research.
  • Coordinates with branch/distribution center operations, logistics, information technology and other departments to research and resolve web partner issues and maintain outstanding customer service levels.
  • Maintains a working knowledge of current and new developments in the areas of web retailing, wholesaling and strategic accounts
  • Reviews new strategic accounts to verify proper affiliation coding, pricing and program support
  • Generates and validates rebates for Web Partners, Wholesale and Strategic Accounts  
  • Enters Return Merchandise Authorizations (RMA's) for processing.
  • Handles a moderate volume of inbound sales calls and emails on subjects such as order entry, credit research, pricing, and technical issues relating to data feed and cataloging.
  • Periodically provides back-up coverage for other customer service specialists who are away from their desks.

Key Qualifications:

  • Previous experience in an e-commerce setting
  • Ability to read and interpret documents such as safety rules, policies, procedures and work instructions.
  • Ability to write clear and grammatically correct reports and correspondence.
  • Ability to communicate effectively with teammates, vendors and customers of the organization.
  • Excellent verbal and written communication skills in English.
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. On occasion will have to exercise independent judgment.
  • Exceptional computer skills including Microsoft Word, Excel, Access and Outlook, Internet.
  • Proficient in Excel spreadsheets, reporting, including Pivot Tables and Queries, data entry, including speed and accuracy.
  • Strong telemarketing and customer support skills. Demonstrates a sense of urgency in all activities.
  • Proficient in the use of technology tools used to manage new and existing customers, including but not limited to: computer hardware and software, on-line resources, intranet and telephone systems.
  • Reliable and punctual attendance.
  • Multitasking capability.
  • Willingness to continue to evolve and develop personal skills to meet the changing environment.
  • Demonstrates goal-orientation and a drive to succeed.
  • Automotive parts knowledge a plus but not necessary.
  • Bilingual skills a plus.