Customer Service Representative

Company Description

Fenix Parts is a recognized leader in the recycling and resale of original equipment manufacturer (OEM) automotive products across the United States. With over 30 locations and decades of experience, the company offers sustainable automotive solutions while maintaining high-quality standards. Specializing in auto recycling, Fenix Parts focuses on the recovery and resale of OEM parts, components, and systems from damaged, totaled, or low-value vehicles. We are committed to providing our customers with reliable, cost-effective automotive parts.

We are seeking a dedicated and detail-oriented
Customer Service Representative
to join our organization. In this role, you will be essential in ensuring customers receive exceptional service and accurate information while supporting daily operations in a fast-paced environment. If you are committed to professionalism, reliability, and high-quality service, we invite you to apply.

What You'll Do

Customer Support

Provide timely, courteous, and professional assistance to customers via phone, email, and online chat. Address inquiries, returns, concerns, and complaints while maintaining comprehensive knowledge of parts, inventory, pricing, interchange systems, and company policies.

Order Management

Process customer orders, returns, exchanges, and shipping requests with precision and attention to detail. Offer accurate information regarding availability, compatibility, pricing, and part condition. Recommend alternative or interchangeable parts when necessary and coordinate with yard personnel to resolve discrepancies efficiently.

Sales & Customer Retention

Engage in pricing negotiations within company guidelines. Provide solutions focused on customer satisfaction and long-term relationships. Conduct proactive follow-ups on quotes, inquiries, and pending updates to support sales conversions and customer loyalty.

Issue Resolution

Assess customer needs, clarify relevant details, and deliver accurate, solutions-driven support for issues involving parts, orders, or service. Ensure all resolutions align with company standards and service expectations.

Vendor & Internal Collaboration

Communicate with external vendors to source parts not available in current inventory. Collaborate closely with the global team and yard personnel to maintain accurate information flow and a seamless customer experience.

Inbound Call and CRM Management

Manage a high volume of inbound calls while meeting established response-time metrics. Document all customer interactions, sales activities, and follow-ups accurately within the CRM. Consistently achieve daily and weekly benchmarks for call volume, quotes, and conversions.

Qualifications

• Experience:
  Previous customer service experience required; automotive or parts knowledge is preferred.
• Skills:
  Strong communication, analytical, and problem-solving abilities with a high level of accuracy and attention to detail. Proven ability to multitask and manage time effectively in a fast-paced environment.
• Technical:
  Experience using CRM systems is required; reliable internet connection is essential.
• Additional:
  Bilingual capability is a plus.

Why Join Our Team?

We offer a professional environment focused on operational excellence, teamwork, and continued growth. This role provides the opportunity to contribute meaningfully to customer satisfaction and the overall success of our organization.