Customer Support Specialist

FleetPride is the largest after-market distributor of heavy-duty truck and trailer parts in the U.S. with some of the best and brightest people in the business! Partner with the best in the heavy-duty industry and apply today!

The Customer Support Specialist is responsible for delivering exceptional service to customers through various support channels, including but not limited to email and chat, ensuring a seamless sales experience for heavy duty parts. This role requires a strong customer-focused mindset, problem-solving abilities, and an in-depth knowledge of our product offerings. The specialist will engage with customers, assess their needs, and provide solutions that align with product availability and company profitability goals.

DUTIES & RESPONSIBILITIES

• Provide expert assistance in identifying and sourcing heavy duty parts based on customer requests via support channels.
• Offer recommendations for complementary products to ensure a comprehensive service experience.
• Maintain the confidentiality of pricing lists, structures, and other sensitive company information.
• Respond to customer inquiries regarding products, pricing, availability, and features, while offering alternative solutions when necessary.
• Share digital resources with customers to enhance their access to product information and self-service tools.
• Stay up to date with company initiatives and cross-functional projects to provide well-rounded support.
• Collaborate with internal teams to ensure smooth order fulfillment and resolve any service issues.
• Demonstrate a strong commitment to customer satisfaction, actively seeking ways to improve the overall support experience.

EDUCATION & TRAINING

• High School Diploma (or GED or High School Equivalence Certificate) Required
• Additional training or certification in sales or customer service is a plus.
• Proficiency in Windows-based applications, including Excel, Word, Teams, One Drive, and Outlook.
• Ability to quickly learn and utilize internal software and customer support systems.
• Typing proficiency of 30-40 wpm

KNOWLEDGE & EXPERIENCE

• Minimum of 10 years of experience in sales, preferably in heavy duty parts.
• Proven track record of providing high-quality customer service and support.

SKILLS & ABILITIES

• Active Listening: Ability to fully engage with customers, understand their needs, and provide appropriate solutions.
• Effective Communication: Strong verbal and written communication skills to interact with customers and internal teams professionally.
• Time Management: Ability to prioritize tasks efficiently and manage workload effectively.
• Persuasion & Sales Acumen: Skilled in recommending and upselling products to enhance customer experience.
• Service Orientation: A proactive approach to assisting customers and resolving issues promptly.
• Critical Thinking: Ability to analyze situations, evaluate options, and implement effective solutions.
• Problem Sensitivity: Recognizing potential issues before they escalate and addressing them proactively.
• Deductive Reasoning: Applying general knowledge and company guidelines to specific customer situations.
• Verbal Communication: The ability to clearly articulate ideas, instructions, and information in a way that is easily understood by others.
• Listening Comprehension: The ability to actively process and interpret spoken information to ensure effective communication.
• Reading Comprehension: The ability to accurately understand and interpret written information, instructions, and documentation.
• Written Communication: The ability to convey ideas and information in writing in a clear, concise, and professional manner.

FleetPride is the leader in the industry comprised of retail, service, distribution and wholesale divisions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.