CUSTOMER SERVICE REPRESENTATIVE
Coker Tire, Chattanooga, TN, United States
Customer Service And Sales Representative
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
Key skills and competencies of the position include, but are not limited to:
Ability to 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
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.
Requirements
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.
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
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
Key skills and competencies of the position include, but are not limited to:
Ability to 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
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.
Requirements
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.
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