Customer Service Representative

Customer Service Representative

Join General Spring, a dynamic and expanding leader in the automotive parts retail and online marketplace. We are seeking a dedicated Customer Service Representative who is passionate about delivering exceptional service and fostering lasting relationships with our customer accounts. This role is perfect for individuals who are enthusiastic communicators, patient listeners, and proactive problem solvers. The ideal candidate thrives on connecting with customers, understands their needs, and ensures a seamless support experience to enhance overall customer satisfaction and loyalty.

Work Schedule: Monday - Friday, 8:00 AM to 5:00 PM

Primary Duties

• Efficiently manage incoming customer inquiries via phone and email, ensuring timely responses and accurate information dissemination.
• Process phone orders with care, meticulously updating order statuses and coordinating with internal teams to ensure accurate fulfillment.
• Conduct detailed needs assessments to identify customer requirements and recommend appropriate products or services that align with their expectations.
• Develop and maintain sustainable relationships with customer accounts through clear, empathetic, and responsive communication, fostering trust and repeat business.
• Utilize CRM systems and other digital tools effectively to document customer interactions, track issues, and monitor resolutions.
• Resolve customer complaints with professionalism and urgency, providing suitable solutions or alternatives within established timeframes; ensure follow-up to confirm customer satisfaction and closure.
• Take initiative to exceed customer expectations by anticipating needs, offering additional assistance, and enhancing their overall experience with General Spring.
• Collaborate proactively with sales, logistics, and technical teams to present a unified and supportive customer service approach.
• Participate in ongoing training and development sessions to stay updated on product knowledge, policies, and customer service best practices.
• Contribute to feedback collection and relay insights to management for continuous service improvement and innovation.

Qualifications

• Demonstrated experience in customer service roles, preferably within retail or automotive sectors, highlighting strong interpersonal and communication skills.
• Excellent problem-solving abilities, capable of troubleshooting and resolving complex issues efficiently and empathetically.
• Experienced in utilizing customer relationship management (CRM) software alongside standard office productivity suites, ensuring organized and effective customer interaction tracking.
• Exceptional multitasking abilities to handle diverse customer requests while prioritizing accuracy and attention to detail.
• Adaptable and resilient in fast-paced environments, showing flexibility to meet evolving customer needs and internal process changes.
• Strong ethical standards and commitment to confidentiality when managing sensitive customer information.
• A positive, can-do attitude with a genuine dedication to customer satisfaction and service excellence.
• Effective collaborator comfortable working across departments to achieve team and organizational goals.

Education / Experience

Minimum requirement of a high school diploma or equivalent credential. Candidates with post-secondary qualifications in communication, business administration, or related disciplines will have a competitive advantage. Prior professional experience in customer service environments is preferred to ensure familiarity with customer engagement methodologies, CRM technologies, and support workflows.

Dorman Products is an equal opportunity employer; we value a combination of ideas, perspectives, and cultures at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status. EEO/AA Employer M/F/D/V.