The NAPA Direct Parts Professional is an experienced automotive parts specialist who supports customers in a fast-paced call center environment. This role requires strong parts knowledge, excellent communication skills, and the ability to manage multiple customer requests while working across several computer screens and systems. The right candidate is focused on finding solutions, delivering exceptional customer service, and doing whatever it takes to help customers get the parts they need.

Ideal Candidate

The ideal candidate is an experienced parts professional who enjoys solving problems, helping customers, and working in a team-focused environment. This person is not satisfied with simply saying a part is unavailable; they are willing to dig deeper, use available resources, contact vendors when appropriate, and look for creative solutions to take care of the customer. They understand that great service means listening, following through, and going the extra mile.

Key Responsibilities

· Answer incoming customer calls and provide professional, accurate, and timely parts assistance.

· Use automotive parts knowledge to identify the correct parts, applications, availability, and alternatives for customers.

· Work efficiently across multiple computer screens, catalog systems, inventory tools, and customer information platforms.

· Manage several customer phone calls and requests at once while maintaining accuracy, urgency, and positive customer experience.

· Go beyond basic catalog lookup by researching hard-to-find parts and exploring options outside the standard NAPA system when needed.

· Take ownership of customer needs and work to “find a way to yes” whenever possible.

· Communicate clearly with customers, stores, vendors, and internal team members to resolve parts questions and order issues.

· Provide updates on part availability, pricing, order status, and delivery expectations.

· Recommend related products, alternatives, and solutions that add value for the customer.

· Maintain a high level of professionalism, accuracy, and customer focus in every interaction.

· Build strong relationships with customers.