Requisition Title

Description

Provide online customers with a professional sales experience that positively influences the customers purchasing decision. The primary customer contact channel is phone, email and chat, The Ecommerce Parts Sales Consultant will provide assistance with completing pre and post purchase support, purchase transactions, document customer interactions, locate requested information, and provide navigational assistance. The Ecommerce Parts Sales Consultants have a high level of problem-solving skills focusing on meeting customer needs through assumptive sales strategies and providing incentive(s) to customers in order to increase customer purchases.

Duties and Responsibilities

• Receive inbound phone calls, emails and chats through the Ford Ecommerce Portal
• Effectively utilize multiple systems in providing prompt, courteous, and accurate information
• Resolve complex interactions using the appropriate escalation process
• Use appropriate resources find solutions for basic to intermediate level issues; consulting with the SME or Team Lead, as necessary to resolve concerns
• Follow up with the customer when needed utilizing phone and/or email
• Participate in daily information exchanges to remain knowledgeable of process and procedures

• Ability to support and advocate for consumer sales and product inquiries
• Assists in formulation of problem-solving techniques for newly discovered issues
• Maintain exceptional product knowledge as it relates to program support
• Handle additional projects and assignments as directed
• Additional duties as assigned

Education

• Minimum high school diploma required
• Some college or vocational training preferred

Experience

• Strong problem-solving, troubleshooting experience
• Sales Experience, required
• Automotive Background, preferred
• Parts/Service Advisor Experience, preferred

Skills

• Solid keyboard skills (30 WPM with 80%) and experience using CRM software
• Fluent in English required
• Exceptional verbal and written communication skills
• Ability to document reference materials
• Strong computer and Internet skills
• Strong Customer Service skills

• Ability to navigate for customers who are having difficulty with locating parts

• Ability to advise and educate customers in a way they can understand
• Possess patience when locating parts or catalog items for non-technical customers

• Ability to learn quickly and eagerness to learn new problem-solving techniques
• Highly organized, detail oriented, and able to thrive in a fast paced, changing environment
• Ability to work with minimum supervision, multi-task, problem solve, and prioritize
• Demonstrates persistence, overcomes obstacles, and strives to improve skills and achieve goals
• Successful completion of a written skills assessment required

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.

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