Carline Specialist (Cleveland, Ohio)

Dealer Tire•Cleveland, OH

6d•Onsite

About The Position

As a Carline Specialist, you will be responsible for account management and marketing, including responding to inbound calls from current and potential customers, providing superior customer service, technical advice, and translating inquiries into sales opportunities. You will also proactively make outbound calls to identify opportunities to increase tire sales revenues. The role involves evaluating customer needs, contributing to process improvements, ensuring accurate order processing, and interacting with other departments to resolve customer concerns related to deliveries, program assistance, and marketing questions. A key aspect of the role is striving for one-call resolution and representing Dealer Tire professionally with OEM dealers.

Requirements

2-3 years of sales/service experience, or equivalent work experience.
Excellent communication & customer service skills.
Successful completion of Sales Fundamentals.
General knowledge of Alliance partner car models, tire sizes, tire model numbers and tire compatibility across all retail/wholesale brands.
Understand functions and processes of J.D. Edwards, Salesforce, Microsoft Teams, Workday and other daily used systems.
Basic proficiency with diagnostic skills and industry/product knowledge.
Strong communication skills and time/productivity management.
JDE - navigate to basic pages, find basic data, canceling orders, placing orders, releasing backorders.
Office tools: Basic knowledge of Outlook, Word, Excel.
Salesforce: Basic navigation, search / note entries / editing / returns.
OE Programs: Basic knowledge of programs.

Nice To Haves

Associate or Bachelor’s degree preferred.

Responsibilities

Respond to inbound calls from current and potential customers, responding to customer requests/inquiries within one business day.
Provide superior customer service and technical related advice.
Translate inquiries into opportunities.
Exhibit strong focus and commitment to sales achievement and develop relationships with customers to help influence the sale.
Proactively make outbound calls to current and potential customers to identify opportunities to increase dealers’ tire sale revenues.
Provide customer solutions through general knowledge of products and processes.
Provide support to the sales team as needed.
Exhibit a strong focus on team-sell and developing relationships.
Represent Dealer Tire with all OEM dealers.
Evaluate the customer’s needs and exercise discretion to determine appropriate actions.
Contribute to the development and share innovative ideas to improve processes and policy to enhance the customer experience.
Ensure the accurate processing of orders on a daily basis.
Interact with other departments, such as Warehouse network, Program Management and Accounts Receivable to ensure timely responses to customer inquiries and orders.
Resolve customer concerns and questions as it relates to delivery issues, AOR assistance, program element assistance and promotional and marketing questions.
Strive for one call resolution with every customer.
Communicate effectively with OEM Team Lead and Associate Team Lead regarding business issues.
Adhere to Dealer Tire goals and objectives by following core values.
Display a professional manner when dealing with internal and external customers.
Complete all administrative documentation required.
Input critical notes to contact center management system.
Attend all training sessions, as required.