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Customer Service Representative
COMPANY OVERVIEW
Emission and Cooling Solutions (ECS) is a service provider and distributor of components for heavy duty diesel engines. ECS primarily services emission aftertreatment systems and engine cooling systems for Class 5-8 trucks, heavy machinery, and stationary power units. Based in Nashville, Tennessee with multiple locations nationwide, ECS is a premier provider in the heavy-duty parts industry and features a brand synonymous with exceptional customer service and steadfast integrity.
POSITION OVERVIEW
The Customer Service Representative is a key member of the customer service team and is often the first point of contact for customers in search of ECS products or service. CSRs are charged with answering inbound phone calls from customers, greeting and taking orders from walk-in customers, researching and ordering parts, monitoring service quality, scheduling deliveries, and much more. This role will report directly to the General Manager.
KEY RESPONSIBILITIES
Promptly manage and triage inbound customer phone inquiries.
Assist customers in determining part numbers, specifications, and service needs.
Provide pricing and product information to customers inquiring about ECS offerings.
Greet and assist walk-in customers with their needs.
Provide quotes and generate invoices for customers.
Manage and grow top-line sales through upselling, quote follow-up, and outbound phone calls to current
and prospective customers.
Effectively monitor product and freight costs and pricing to maximize profit margins.
Train and develop proficiency in ECS parts management, ordering, and billing systems.
Assist with inventory validation, maintenance, and organization.
Promote and maintain a positive customer-orientation and attitude.
Perform miscellaneous job-related duties as assigned.
QUALIFICATIONS
High School diploma or equivalent required; bachelors degree preferred.
Ability to lift and carry heavy parts and boxes up to 50 pounds.
Previous experience in heavy duty parts and/or fleet account management preferable.
Previous experience using inventory management/ERP software preferable.
Must be able to pass a background check and drug test.
Must be able to provide at least two recent references.
PERSONAL ATTRIBUTES
Intelligence - possesses raw intellect.
Problem Solver - skilled at assessing a situation and determining a course of action to resolve issues at
hand.
Results Oriented - links decisions to overall business objectives.
Affable and Collaborative - ability to embrace, support and practice a collaborative style which goes beyond
relationship building.
Industrious - utilizes time at work wisely and proactively seeks ways to maintain productivity and
efficiency.
Communicative - possesses exceptional verbal communication skills.
High Energy - driven to seek continuous improvement and help build a culture of accountability.
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