Senior Sales Representative and Trainer
1A Auto - Pepperell, MA

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Job Summary
Reporting to the Customer Service Supervisor, this position serves as a support position within the 1A Sales department.

Essential Duties and Responsibilities •
Provide backup support for Customer Service Supervisor during peak workload volumes, or when department staff members are out of the office. •
Support the Customer Service Supervisor and become the expert for new and existing technologies and tools. (Avaya/Xima)/Boldchat-chat & email), (ADP-timecards/scheduling), CRM,GP, CIT ) •
Participate in meetings as needed, to work with management staff to assist in measuring metrics. (i.e. daily 3PM Commitment meeting.) •
Opening and/or closing of the CS Dept as needed. ( back- up to CS Supervisor) •
Point of Contact for outside Vendors; Provides seamless coverage of customer needs throughout the order cycle by acting as a liaison between the third-party customer service and internal resources to guide and ensure branded and private label orders are shipped in a timely manner. (Acme/Arnott/Bongo/eBay) •
Perform customer service training for new hires. •
Support the Customer Service Supervisor in ongoing coaching, and mentoring plans with existing staff. •
Conduct mentoring; and sit side by side with representatives coaching and assisting in developing better work habits and identifying areas for improvement. Once monitored, it is documented and passed on to the Customer Service Supervisor. •
Provide escalated support to representatives by communicating directly with customers via email, phone, or chat. •
Interact daily with Customer Service Supervisor, Customer Service Administrator and Customer Service Quality Auditor to help create training and helpful product documents to support the Customer Service Sales team. •
Contributes to team effort by accomplishing related results as needed. •
Assist Customer Service Supervisor with quick response to Letter to the CEO when applicable. •
Provide back-up support to sales department with taking inbound calls/email/voice mail response. •
Creates weekly and ad-hoc reporting for Customer Service Supervisor and Director of Operations.

Minimum Qualifications •
Team player •
Strong verbal and written communication skills •
Good listen skills •
Good coaching and mentoring skills •
Strong attention to detail and good organizational skills •
Ability to work with many types of people both in Customer Service and in other departments •
Excellent computer skills including using Microsoft Office required. Experience working with Great Plains and Excel preferred •
Automotive parts knowledge favorable •
Prefer someone with a customer service background

Education and/or Experience

Associate's degree (A.A.) or equivalent from two-year College or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

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