DC Operations IT Senior Customer Service Representative Job

Job Id: 184180
Company: NAPA
Full/Part Time: Full-Time
Nearest Major Market: Dallas-Fort Worth, TX, US

Job Description

The Distribution Center Operations SR. Customer Service Representative is responsible for supporting our customers and to ensure we are providing a high level of customer service.  Is accountable for the following core functions: 1) the day to day operational aspects of  DPC400 and the ability to research and solve complex issues, 2) assure all Incidents, Problems and Service Requests are accurately recorded, 3) ensure all documentation and reporting is kept complete and up to date, 4) timely resolutions to Incidents and Service Request.
CSR- SR will be responsible for helping cross train other team members and requires the ability to work across other groups as well as working in a mission critical 24x7 environment.
Drive and maintain excellent communications and collaboration with multiple groups.  
 
Responsibilities

Provide exceptional customer service while resolving support issues for end users.Log all support incidents in the company’s service desk system, track and monitor incidents, and ensure timely resolution and follow-up.Clearly identify, document, and find solutions for customer issues and product problems.Escalate critical customer situations to the appropriate level of management.Contribute to the documentation and knowledgebase article library.Collaborate with the development team to help troubleshoot critical production issues.Contribute to team effort by accomplishing related results as needed.Recommend potential service enhancements to management by collecting customer information and analyzing customer needs.Build and maintain customer relationships.Rotating weekend and after-hours work is required.

 

Qualifications

Previous experience in a production support environmentAbility to work under pressure and manage multiple prioritiesAbility to function as both an individual contributor and a member of a teamAbility to learn and support new systems and applicationsAbility to identify and resolve issues quickly and completely to the customer’s satisfactionStrong problem solving / trouble shooting and analytical skillsAnalytical approach to troubleshooting technical problemsStrong follow-up skillsExcellent customer service skills to include written, verbal, listening, communication and interpersonal skillsAbility to communicate effectively with both customers and supervisorsStrong documentation and record keeping skills, as well as an ability to follow documented Standard Operating ProceduresReliable, organized, detailed and focusedAbility to work in an energetic, fast paced and interrupt-driven environment team environment, with openness  to the demands and rewards of a 24 x 7 workplaceExperience with Incident and Problem tracking Service Management softwareExperience with ServiceNow (Help Desk/Support)Experience with JD Edwards World Distribution SoftwarePossess strong working knowledge of Microsoft Office applications especially Outlook and ExcelStrong customer focus and orientationPossess a willingness and ability to learn new concepts, methodologies, and toolsExhibit patience with customers and be thorough in explanations to gain understandingBe goal oriented, committed and persistent to carry out assigned dutiesPossess personal drive and self-motivation and take the initiative to accomplish departmental goalsAbility to handle stressful situations
 

Closing Statement

In the 1920's, America fell in love with the automobile. More and more vehicles began traveling the roads, creating a need for an auto parts distribution system that could keep pace with the demand to keep our automobiles running. In 1925, NAPA was founded to meet those needs. Since then, we've sped our way to become a powerhouse in the auto parts industry. Fueled by the popularity of the automobile, our name can now be seen on over 5,800 stores, 58 distribution centers, and 13,000 NAPA AutoCare facilities across the country, and we're not stopping there.

Our 80 years of experience has made us an industry leader, but don't let our age lead you to believe we can't keep up with the changing times. We're not your grandfather's NAPA. As our vehicles become more advanced, we've adapted our business in ways that allow us to stay ahead of the curve. We're constantly updating our inventory of over 500,000 parts, opening new stores, reaching out to customers in new ways, and most importantly, we're hiring new talent to join our ranks.

It's an exciting time to join our team and we need people like you to help us accelerate our business into the future. Our growth depends on the dedication and enthusiasm of our employees. At NAPA, we want to continue to expand our presence, but at the heart of our business we just love automobiles. That's probably one of the reasons you're visiting this page. You share our passion to help customers, both retail and wholesale, keep their vehicles running. At NAPA, you'll be part a team that's building on an 80-year legacy of NAPA KNOW HOW, backed by the best employees in the world.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.