Aftermarket Parts Sales Representative

Responsibilities: 

Team Leadership & Management: Supervising, mentoring, and motivating the Inside Sales team. Ensuring the team is internally connected and supportive to ensure they meet performance goals and comply with company guidelines. This involves conducting performance evaluations, providing regular feedback, and assisting with the hiring and onboarding processes.

Direct Channel Partner and Customer Support: The is a player coach role, with the leader participating in the daily direct management of inbound volume as well as developing and leading the team.

Operational Oversight: Strategizing and monitoring daily activities to maximize efficiency, managing workloads, scheduling staff, and ensuring all inquiries across various channels (phone, email, chat, social media) are addressed in a timely and appropriate manner.

Issue Resolution: Serving as the primary point of contact for complex or escalated customer issues and inquiries, investigating problems, and finding effective solutions to ensure customer satisfaction.

Policy & Process Improvement: Developing, implementing, and updating the Inside Sales Playbook and Parts Policies. This also includes analyzing customer service metrics and data to identify trends, areas for improvement, and making data-driven recommendations and implementing corresponding decisions.

Training & Development: Identifying training needs and developing programs to enhance the team's skills, product knowledge, and adherence to best practices and company policies.

Key Performance Areas

Successful Customer Service Supervisors typically possess a blend of leadership and interpersonal skills: 

Strong Communication:Excellent verbal and written communication skills for interacting with customers, guiding teams, and preparing reports.

Leadership & Management:The ability to lead, motivate, and inspire a team, resolve conflicts, and cooperate with other supporting teams.

Problem-Solving & Analytical Skills:Strong capacity to analyze data, troubleshoot issues, and develop creative solutions to complex problems.

Customer Service Expertise:Understanding of customer service principles, with a customer-centric mindset and ability to manage customer expectations with empathy.

Technical Proficiency:Familiarity with customer relationship management (CRM) software, ERP systems, and other relevant technology and office equipment.

Experience and Education:

Education: A bachelor’s degree is preferred.

Experience: Several years of experience in a customer service role, and preferred supervisory or leadership experience. Experience working within an OE organization, Aftermarket-Parts department preferred. An understanding of a dealer channel network or two-step distribution sales model.

Communication: Excellent communication skills, both written and verbal communication

Technology: Strong computer skills and working knowledge of Microsoft Office (Excel, Word, PowerPoint, and Teams). Understanding of ERP systems, tracking systems and the ability to learn new software programs as required. Salesforce and other CRM tool experience is a plus.

Other Requirements:

Highly motivated, pro-active, self-starter with a sales mentality

Outgoing personality, with the ability to develop excellent customer relationships

Exceptional organizational, interpersonal, and project management skills

Supervisory Responsibility: Manage and lead a team of on-site and remote inside sales individual

Position Type and Expected Hours of Work: This position is full-time. Days and normal hours of work are Monday through Friday, 8:00 a.m. to 4:30 p.m. Occasional overtime as needed.

Travel: Limited travel is expected for this position

Work Environment: The position operates in a professional office environment using standard office equipment such as computers, iPads, phones, copiers and filing cabinets.  The employee is occasionally exposed to fumes or airborne particles and moving mechanical parts.

Physical Requirements:

The physical demands described here are representative of those that must be met by the Customer Sales & Service Analyst position to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to sit and talk or listen. The employee is frequently required to stand and walk.  The employee is occasionally required to use hands to finger, handle or feel and reach with hands and arms, lift and/or carry up to 10 pounds, balance, bend, stoop or kneel, climb, push/pull and squat, or crouch.