Customer Care Specialist

Are you looking for an opportunity to turn your ambition and your people skills into a rewarding career with an industry leader? Join our team at American Tire Distributors! As the nation's premier tire distributor, ATD’s coast-to-coast distribution network provides approximately 80,000 customers across the U.S. and Canada with rapid and frequent delivery of high quality tires, custom wheels and shop supplies. 

   

Position Description: 

The Customer Care Specialist provides exceptional support for customers, resolving complex customer issues with accuracy and efficiency. This role supports a specific group of customers expecting personalized service and handles tier 2 and tier 3 escalations.

Key Responsibilities

• Build relationships with customers to understand their business and provide effective solutions.
• Collaborate with DOS, market teams, and Financial Services to quickly resolve customer escalations.
• Communicate escalated customer concerns to all levels of the sales team until resolved.
• Coordinate bulk order entry with the CS team and follow up with customers.
• Ensure proactive outreach to customers affected by route delays through coordination with the CS team.
• Handle tier 2/3 escalations unresolved by the CSR team, including: price changes, terms updates; credit/rebills, and credit card approvals.
• Identify and communicate trends to leadership.
• Proactively address potential account issues with customers.
• Provide exceptional support for customers requiring specialized assistance, through phone calls and emails.

Competencies

• Action-Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Balances Stakeholders - Anticipating and balancing the needs of multiple stakeholders.
• Builds Customer Loyalty - Ability to make every customer interaction positive; Balances appropriate focus on tasks and service, Collaborates with team members to best serve customers, Demonstrates respect for the customer, Describes impact of customer experience, Empathizes with customers, Explains customer experience and related loyalty metrics, Focuses on simplicity when addressing the customer, Identifies important interaction points with customers, Leverages available resources to meet customer needs, Provides solutions to the customers' problems, Recognizes importance of customer loyalty, Services diverse customers, Takes responsibility for addressing customer concerns
• Builds Rapport - Quickly and effectively establishes trust within the buying centers in the client's organization.
• Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Customer-Focused Approach - Keeps customer at center of sale~Collaborates with customers~Elevates partner insights~Uses common terminology
• Decision Quality - Making good and timely decisions that keep the organization moving forward.
• In-Depth Questioning - Seeks to understand the client's situation~Explores client problems and solutions~Differentiates between complaining and a desire for action
• Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Manages Resistance - Responds to client concerns~Seeks understanding before responding~Addresses objections~Follows up after resolution
• Navigates Customer Challenges - Listens nondefensively to angry/upset customers~Defuses customer tension~Explains and addresses customer issues~Offers appropriate goodwill gestures~Keeps promises made to the customer~Prepares for commonly encountered customer challenges~Assists multiple customers simultaneously
• Nimble Learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
• Plans & Aligns - Planning and prioritizing work to meet commitments aligned with organizational goals.
• Strengthens Customer Connections - Connects on a personal level~Demonstrates a willingness to help customers~Chooses customer-focused words and phrases~Acknowledges what the customer says~Affirms the customer's choices~Appreciates what the customer does~Assures the customer of the organization's commitment~Transitions a customer to another service provider~Avoids technical or industry-specific jargon
• Understands Customer Needs - Understands customer context~Uncovers customer Key Performance Indicators~Articulates customer objectives~Adds value to partnerships
• Understands Issues/Motivations - Adapts to changing goals/objectives~Maintains focus on win-win goal~Identifies key interests~Recognizes key negotiation points~Shares goals and recognizes value

Qualifications

• High School or GED degree
0-2 years of related experience preferred

Skills

• Builds Customer Loyalty
• Builds Rapport
• Communicates Effectively
• Customer-Focused Approach
• Decision Quality
• Ensures Accountability
• Interpersonal Savvy
• In-Depth Questioning
• Manages Resistance
• Manages Ambiguity
• Navigates Customer Challenges
• Plans & Aligns
• Strengthens Customer Connections
• Situational Adaptability
• Understands Customer Needs
• Understands Issues/Motivations
• Action-Oriented
• Customer-Focused

Physical Demands/Working Conditions

Physical Demands Category: Office

Physical Demands/Work Environment/Travel Requirements: • Physical demands: While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance, stoop, kneel, crouch or crawl; talk, hear, taste and/or smell; the employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. • Work environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate. • Travel required: As required by the position.

Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.

Build a challenging and rewarding career with us!

American Tire Distributors is an Equal Opportunity Employer and Drug Free Workplace

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