Customer Service Representative

Job Summary

Dorman was founded on the belief that people should have the freedom to fix their vehicles. For over a century, we've provided countless products and services to help people do just that.   As a $1.3B*+ global supplier of aftermarket automotive parts, with 3,300+ Contributors, and 28 Sites across the globe, we remain focused on driving new solutions, to help our partners grow their businesses, and help repair professionals and vehicle owners maintain their vehicles (*approx. earnings as of 12/31/21).  Everyone who works at Dorman is called a Contributor. We need everyone, regardless of role and experience, to contribute to our success. That means everyone has a unique ability to make an impact on the business. We encourage all our Contributors to bring their authentic selves to work. The freedom to pursue new ideas, offer different perspectives, and grow in your career is fundamental to working at Dorman.

Dayton Parts is seeking a Customer Service Representative to join our growing team! If you are someone that enjoys helping people, assisting with problem solving, talking with others and is looking to jumpstart your career, apply today!

Primary Duties

• Deal directly with customers either by telephone or electronically.
• Greet customers warmly and ascertain problem or reason for calling.
• Responds promptly to customer inquiries.
• Resolve customer complaints via phone, or e-mail.
• Use telephones to reach out to customers and verify account information.
• Assist with placement of orders, refunds, or exchanges.
• Provides pricing and delivery information.
• Answer questions about warranties or terms of sale.
• Utilize computer technology to handle high call volumes.
• Work with customer service manager to ensure proper customer service is being delivered.
• Estimates date of delivery to customer, based on knowledge of own firm's production and delivery schedules.
• Builds and maintains customer’s relationships.
• Investigates and resolves customer problems with deliveries.
• Continually watch vehicle downs and short lead-time orders.
• Communicates and coordinates with internal departments.
• Provide feedback on the efficiency of the customer service process.
• Engage in other duties which are assigned by their supervisor.
• Require warehouse assistance if needed and may entail clerical work.

Qualifications

• High School diploma or General Education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Experience using Microsoft Office software required.
• Proficient with calculating figures and amounts such as discounts.
• Occasional requirement to stand and walk. The employee must occasionally lift and/or move up to 25 pounds.