Job Summary

The ProCall Agent provides exceptional customer service and technical support to wholesale and retail customers primarily via telephone, electronic communication and e-orders. This role is responsible for accurately processing parts orders, advising customers on product selection, and ensuring customer satisfaction through professional, courteous, and efficient service. The ProCall Agent serves as a knowledgeable resource on product features, warranties, inventory availability, and sales policies, supporting both customers and store personnel.

Position Performance Measures:

Responsibilities

The following primary responsibilities are not all inclusive:

• Deliver prompt, courteous, and professional service to all customers over the phone and electronic channels.
• Accurately identify required parts by utilizing catalogs, POS systems, and parts information resources.
• Efficiently process orders and information requests with a high degree of accuracy and attention to detail.
• Advise customers on product features, performance standards, warranties, and sales programs to best meet their technical and operational needs.
• Verify inventory to confirm product availability and communicate logistics updates regarding shipping and deliveries.
• Handle customer requests, complaints, and invoicing while maintaining up-to-date and accurate customer information in CRM, TAMS, and phone systems.
• Maintain thorough knowledge of products, pricing methods, and store policies, and apply this knowledge to support sales and resolve customer issues.
• Serve as a resource for advice and support to other store personnel, fostering teamwork and knowledge sharing.
• Demonstrate professional conduct, appearance, and attitude consistent with company standards.
• Support sales functions by processing stock orders from salespersons, reporting inventory discrepancies (overages, shortages, damage), and ensuring overall customer satisfaction.
• Participate in training sessions as required to maintain product knowledge and proficiency with systems and sales processes.
• Apply asset security and loss prevention controls in all transactions and processes.
• Perform other tasks and duties assigned by management to support store operations and customer service excellence

Qualifications

• Strong communication skills with an ability to explain technical information clearly and effectively.
• Detail-oriented with excellent organizational and problem-solving abilities.
• Proficient in using POS systems, electronic catalogs, CRM/TAMS, and other relevant technology platforms.
• Customer-focused mindset with a commitment to resolving issues promptly and maintaining satisfaction.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Previous experience in wholesale parts or technical sales support is preferred.

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Physical Demands / Working Environment

• This position requires sedentary work: sitting for prolonged periods, primarily at a computer, and handling phone calls for the majority of the work day.

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GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.