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About Newark Auto:
Newark Auto is a leading manufacturer of high-quality classic car interior parts, serving customers worldwide. With a commitment to excellence and customer satisfaction, we strive to deliver exceptional products and services to meet the needs of automotive enthusiasts and professionals alike. Our dedication to innovation and customer care sets us apart in the industry.
Position Overview:
Newark Auto is seeking a dedicated, organized and customer-focused individual to join our team as a Lead Customer Service Representative. In this role, you will be the primary point of contact for customers, providing assistance, resolving inquiries, and ensuring a positive experience with our products and services.
The Company currently employs multiple offshore representatives. Your role will be to interface with these offshore representatives, the production team, and the Owner to deliver seamless support to our diverse customer base.
Responsibilities:
1. Serve as the main point of contact for escalated customer inquiries via phone and email.
2. Provide timely and accurate responses to escalated customer questions, concerns, and product inquiries.
3. Assist customers with placing orders, processing returns, and resolving issues with shipments or products.
4. Maintain a thorough understanding of Newark Auto's product offerings, pricing, and promotions.
5. Collaborate with offshore representatives to address escalated customer issues and ensure a high level of service delivery.
6. Utilize help desk software to log customer interactions, track orders, and follow up on outstanding issues.
7. Utilize ERP software to enter new orders and track orders in production when needed.
8. Proactively identify opportunities to enhance the customer experience and improve internal processes.
9. Work closely with production and the Owner to address customer needs and provide solutions.
10. Uphold Newark Auto's commitment to excellence in customer service and satisfaction.
Qualifications:
1. High school diploma or equivalent; associate's or bachelor's degree preferred.
2. 1-3 years of experience in customer service or related field.
3. Excellent communication skills, both written and verbal.
4. Strong interpersonal skills with a customer-centric approach.
5. Ability to multitask, prioritize tasks, and work efficiently in a fast-paced environment.
6. Proficiency in Microsoft Office Suite and CRM software.
Core Values:
You must embody the following core values to be a successful member of our team:
1. Work smart: Maximize your work by not cutting corners and making sure you do it right the first time.
2. Be a team player: Actively contribute to your team to complete tasks, meet goals or manage projects. You actively listen to your coworkers, respect their ideas and aim to improve the product or process at hand.
3. Sweat the small stuff: You are highly detail-oriented and focus on the nuances of each product you contribute to producing.
Benefits:
- Competitive salary commensurate with experience.
- Comprehensive benefits package including health insurance and retirement savings plan.
- Opportunities for professional development and career advancement.
- Dynamic and supportive work environment with a focus on teamwork and collaboration.
Join Newark Auto and become part of a team dedicated to exceeding customer expectations and driving success in the automotive industry. Apply now to start your journey with us!
Job Type: Full-time
Salary: $22.00 - $25.00 per hour
Expected hours: 40 per week
Benefits:
401(k)
401(k) matching
Health insurance
Paid time off
Experience: Customer service: 2 years (Required)
Language: English (Required) / Spanish (Required)
Ability to Commute to East Orange, NJ 07017 (Required)
Work Location: In person
