Sr. Customer Service Representative

As a Sr. Customer Service Representative at Motion, your main responsibilities include handling customer orders through various communication methods, negotiating pricing to influence gross profit, building customer relationships to promote repeat business, and collaborating with inventory management teams to fulfill customer requests. You will also assist in sourcing and purchasing products and managing customer inquiries.

Typically, the Sr. Customer Service Representative role at Motion requires a high school diploma or GED along with five or more years of related experience or an equivalent combination. Strong communication and negotiation skills, excellent computer proficiency, and attention to detail are essential qualifications for the position.

At Motion, career growth for Sr. Customer Service Representatives is facilitated through opportunities for coaching and guidance to less experienced team members. The company also provides access to ongoing training and mentorship, ensuring that employees always have the support they need to advance their skills and careers. Additionally, an excellent benefits package is offered to support your professional journey.

Success as a Sr. Customer Service Representative at Motion relies on excellent communication skills, both written and verbal, paired with strong negotiation abilities. Candidates should have robust product knowledge, the ability to multitask, manage time efficiently, and a keen attention to detail. Reliability and organization are also critical to thrive in this fast-paced environment.

The work culture at Motion is built on teamwork and collaboration, where every team member prides themselves on delivering outstanding customer service. As a Sr. Customer Service Representative, you’ll find an encouraging environment that values professional insights and fosters growth while consistently aiming to exceed our customer’s expectations.

When answering this question, focus on the satisfaction of resolving customer issues and enhancing their experience. Mention your passion for helping others, your enjoyment in building relationships, and how this motivates you to meet and exceed customer expectations.

Discuss strategies you use to defuse situations, like active listening, empathy, and problem-solving skills. Explain how you remain calm under pressure and focus on finding solutions that not only meet but anticipate customer needs.

Choose an example where your initiative had a measurable impact. Outline the problem, the action you took to resolve it, and the results. Highlight your critical thinking and ability to look for improvements that also enhanced customer satisfaction.

Explain your method for assessing urgency and importance in customer requests. You can mention techniques like to-do lists, digital tools, or communication with team members to ensure that all customers receive timely assistance.

Discuss how collaboration with teammates helps streamline customer service operations. Mention the importance of sharing knowledge and supporting one another, leading to improved service for customers and a more enjoyable workplace.

Use the STAR method (Situation, Task, Action, Result) to provide a structured response. Focus on the specific actions you took to exceed customer expectations and the positive outcome for both the customer and your company.

Discuss any CRM software, communication tools, or order management systems you are familiar with, illustrating how you have utilized these tools to enhance customer service delivery and efficiency.

Explain your methods for staying up-to-date with product knowledge, such as regular training sessions, self-directed research, and collaboration with colleagues. Highlight how this knowledge impacts your ability to serve customers effectively.

Be honest about challenges such as handling high volumes of customer inquiries or dealing with complex issues. Emphasize your resilience, problem-solving skills, and readiness to learn from each experience to improve.

Share what appeals to you about Motion, such as their reputation in the industry, workplace culture, or company values. Relate your passion for customer service to Motion's emphasis on exceeding customer expectations.