CUSTOMER SERVICE REPRESENTATIVE at Coker Tire Company

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, 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: Team Captain & Phone Sales Supervisor

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
• Attend a minimum of 8-10 Events and car shows per year assist with set-up requirements and staffing needs for the show.
• Process orders for products received by telephone, fax, in-person, or via online tools 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
• Make outbound calls as needed
• Support Sales and call reports using basic Excel skills
• Must be physically able to lift up to 50lbs 
• 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

Measurements of the role (Not limited to):

• Sales
• Call  Quality Score (CQS)Order, returns entry accuracy
• Customer  Service survey responses
• New  customer creation
• Best in class customer service

Supervisory Responsibilities:

This position has no supervisory responsibilities. 

Work Environment
This job operates in both a professional office and warehouse/shop environment. The individual in this role will also perform some job duties outdoors. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. 

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.

Schedule and Availability

Ability to work hours of 9AM to 6PM EST weekdays and 8-12 on Saturday. Must be able to work extra days or extended hours for car shows if needed.

Travel
Typically of 8-10 car shows per year, after sufficient training and tenure

AAP/EEO Statement
Coker Tire and its affiliates provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Coker Tire complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Coker Tire expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Coker Tire’s employees to perform their job duties may result in discipline up to and including discharge.

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

The successful candidate’s qualifications will include:

1. Detailed knowledge of tire, wheel, and other automotive technical information
2. Minimum one year as a CSR or similar automotive experience
3. One year minimum call center/customer service experience with tire sales preferred
4. Reporting capability in Prophet 21 and Web Query
5. Basic Excel competencies 
6. Ability to coach, train, and lead others that are learning
7. High School diploma
8. Ability to lift up to 50 pounds