Customer Service Associate (Full Time)

Are you ready to shift gears and accelerate your career? Do you have experience as a delivery driver or in a customer facing role and want to take your career to the next step? The Walker Auto & Truck Customer Service Associate is the day-to-day primary contact for our customers. You will learn to provide real-time solutions, while focusing on delivery and part replenishment. If this possibility excites you, we want to hear from you!

SUMMARY

The Customer Service Associate (CA) has maximum customer exposure and positively represents Walker Auto & Truck as our main parts delivery expert. The CA must foster a culture of professionalism and parts expertise, ensuring that customers have the right part at the right time. Customer service is what separates Walker from our competition, and the CA works every day to accomplish this mission. When not interacting with customers, the CA assists with core store operations and maintains all duties as assigned to the Delivery Deliver role. The CA builds on the Walker foundation of customer service and will have opportunities for continued growth within our store operations.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Deliver The Ideal Customer Experience:
  • Positively greet all customers when you enter their shop, or as they enter our store
  • Serve as a contact for customers. Listen, take notes, and address the customer’s needs quickly
  • Maintain strong product knowledge of auto parts, warranties, promotions, and current sales programs
  • Partner with all members of Walker Auto & Truck when product/service issues arise
  • Communicate realistic estimated delivery times to customers for all products. Utilize and promote the shuttle system for a product within inventory at other locations
  • Represent Walker Auto Stores with passionate customer care and follow up and present a professional appearance when calling on customers

• Support Store Success:
  • Ensure accurate and prompt part delivery
  • Process customer orders with a high degree of accuracy
  • Utilize Delivery Dispatch to increase efficiency in every delivery
  • Build partnerships with customers
  • Be a positive contributing team member
  • Adhere to all safety requirements
  • Assist with all assigned store responsibilities (core and defects, inventory, retail upkeep, and cleaning)
  • Wash & maintain vehicle appearance
  • Timely submit vehicle reports & gas receipts
  • Perform any other duties deemed necessary by store manager

• Increase Sales Opportunities and Maximize Revenue:
  • Maintain meaningful business relationships with a wide variety of customers
  • Share in ownership of stock order sales process
  • Present new products and services and enhance existing customer relationships
  • Demonstrate an understanding of customer needs and tailor approach to individual customers
  • Adhere to the delivery schedule to customers and actively assist customers with parts
  • Serve as in-the-field problem solvers and promptly resolves customer issues
  • Assist teammates in resolving issues to meet and exceed customer service expectations
  • Provide training to customers to utilize ProLink effectively

• Continuously Develop KNOW HOW:
  • Participate in NAPA and Walker sales programs
  • Stay up to date on all services, products, and parts available through Walker Auto & Truck
  • Actively participate in in-store training opportunities, including but not limited to NAPATraining.com, TAMS knowledge, cataloging, Paylocity, PartsPRO and outside vendors

MINIMUM QUALIFICATIONS

The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Education and/or Experience:
  • High School Diploma or equivalent
  • Proven customer service experience
  • Knowledgeable in current technology including tablets, computers, Microsoft Office
  • Industry experience preferred with basic knowledge of parts and auto services

• License/Certification:
  • Valid NC Driver’s License

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee 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 stand, walk, use hands to finger, handle, or feel, reach with hands and arms, talk and hear during the duration of your shift (up to 8 hrs). The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee will be required to travel to various sites. The noise level in the work environment is frequently moderate to loud.

• The employee may further be required to:
  • Lift a maximum of 50 pounds from the floor to truck bed height (3-4 ft) and bend/lift 30 pounds from the floor to overhead
  • Bend and twist 20-30 times daily while carrying a load of 20 pounds
  • Utilize Material Handling Equipment
  • Work in non-temperature-controlled environment