Department: Customer Engagement – Racing Product Lines
Reports to: Customer Engagement Manager
Customer service position for an automotive clutch manufacturer located in Sullivan, Missouri. Must be able to provide excellent customer service to key accounts as assigned through phone, e-mail, chat, technical forum, etc. in timely and accurate manner, while also providing support for outside sales efforts. Will also serve as liaison between customer support team, management, and customer in order to improve customer service and business productivity.
Summary of Essential Job Functions
Complete support of key accounts as assigned. Duties to include, but not limited to:
Answer calls, chat, forum, and email and respond in a timely manner
Assist callers with product selection and troubleshooting.
Pursue ancillary sales
Process orders from start to finish
Issue RMA’s; start/follow-up/respond
Handle invoice matters
Handle shipping matters
Document all activity in CRM – Customer Central
Reports: Run a variety of sales reports; provide to management and customers as needed.
Process literature requests
Occasionally provide field assistance; some travel required
Monitor backorders and provide update reports to customers
New customer setup and updates
Contract pricing: enter/edit as necessary
Monitor delivery on time to make sure we are meeting our goal of 95% on time; report concerns to supervisor
Qualify and setup new dealers and sponsorship agreements; includes monitoring and reporting effectiveness.
Engage in social media through company facebook and instagram as directed
Assist other customer support staff as needed
Participate in tradeshow and racing events; some travel required
Assist engineering with market data for R & D purposes.
Assist with development work instructions for product assembly and installation instructions for customers.
Assist with and provide data for ISO requirements
Primarily responsible for racing forecast; review monthly
Additional tasks as assigned
Must be able to remain in a stationary position for a long period of time.
Must be able to frequently move about inside the office to access file cabinets, office machinery, etc.
Occasionally moves audio/visual equipment weighing up to 50 pounds for various event needs.
Employees shall be committed to continually improve the quality and delivery of our product and services to better satisfy the needs and expectations of our customers.
Note: This document is intended to describe the general duties required of this position. It is not intended to serve as an exhaustive list of all duties, skills, and responsibilities. Reasonable accommodations may be made to enable individuals with a disability to perform the essential functions of this position.
Ideal candidate will have experience in parts counter sales and customer service with knowledge of performance automotive industry.
High school diploma or equivalent.
Strong computer skills required including experience with Microsoft Office products.
Telephone skills, including switchboard experience, preferred.
Strong interpersonal skills and the ability to communicate persuasively both orally and in writing is required.
Self-disciplined and self-motivated.
Must be able to work in a fast pace environment, possess organizational skills, and have the ability to multi-task.
About Ace Manufacturing and Parts Co./Ace Racing
Ace Manufacturing and Parts Company is a clutch manufacturer serving the heavy duty truck and racing/performance industries. Our 118,000 sq. ft. facility is located in Sullivan, Missouri, just 60 miles southwest of St. Louis. We currently have 120 employees.We are looking for dependable, energetic and self-starters who can work independent and as a team to include being a key contributor to the continued success of the Ace Manufacturing team. We offer a competitive salary along with a benefit package that includes health, dental, and life insurance; paid holidays, vacation, and a 401(k) plan. Ace Manufacturing & Parts Company welcomes all qualified applicants without regard to their race, color, religion, gender, national origin, age, marital status, disability or other protected status.