CUSTOMER SERVICE REPRESENTATIVE

Description

Job Summary

This position is the front line in Customer Service and Sales; handling inbound calls, technical inquiries, and returns in a customer-service centric and professional manner. This position operates in a professional office environment routinely using standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This position also requires travel to car shows and events (5-10 per year), which entails working outdoors, lifting repetitively, and travel to and from events in an 18-wheeler or fifth wheeler to car and trade shows. Lifting and physical labor (50 lbs.) while in the office to assist with walk in customers and while on the road and at car shows are common.

Reports to National Sales Manager

Essential Functions

· Receive inbound sales calls and assist customers with product selection

· Support CSR with Customer Service, Sales, and Technical question escalation

· Maintain relationships with existing customers and create relationships with new ones

· Process orders for products received by telephone, fax, in-person, or via online tools (web chat) in a timely and efficient manner

· Provide timely and accurate information to customers regarding order status and product knowledge requests

· Assist with new hire training as well as ongoing training

· Provide one call resolution for customer service issues, including technical and returns

· Grow and Service key customer accounts

· Make outbound calls as needed

· Support Sales and call reports using basic Excel skills

· Assist with designated digital customer channels, such as forums, for escalated customer or product issues

· Perform call quality audits on orders as well as call scores for phone reps 

· Provide technical + fitment recommendations to customers using internal and external information and resources

· Warranty and claims evaluation, processing 

· Other duties assigned by Management

Work Environment
This role includes both office-based and outdoor work environments. Standard office equipment is used regularly. This position will be onsite at our corporate office in Chattanooga, TN. 

Travel Requirements

Significant overnight travel required during events.

Physical Demands

The individual in this position will spend several hours sitting and using office equipment and computers, which can cause muscle strain. Must be able to physically lift up to 50 lbs to assist at car shows or with walk-in customers. Must be able to use ladder for show installations and setup.

Requirements

Key skills and competencies of the position include, but are not limited to:

· Ability understand and take direction to achieve a common goal

· Proficiency with Computers, Microsoft Office, Excel, Web Query and Epicor P21 

· Effective written and verbal communication skills

· Strong attention to detail and follow-up skills

· Excellent organizational skills 

· Customer Centric service skills and ability to remain calm and composed during difficult customers and situations

· Hands-on, “in the trenches” style with a strong work ethic, high level of energy and enthusiasm

· Exceptional knowledge of our products, procedures, and order system

· High level of vehicle fitment, market, wheel, and tire proficiency including technical aspects

Qualifications, Education and Experience

· Prior experience working in a high-activity sales environment preferred

· Knowledge of tire, wheel, and other automotive technical information.

· Excellent presentation and communication skills

· Highly motivated and energetic personality

· Post high school education preferred

· Ability to lift up to 75 pounds