Sr. Customer Account Specialist (Canton, MI)

Automated Media Inc.

3d•Onsite

About The Position

Founded in 1989, Automated Media, Inc. (AMI) is an innovative, award-winning information technology firm, based in Michigan and serving customers around the globe. AMI creates ingenious technology solutions, and develops and manages successful systems for Ford, Chrysler, GM, and other customers. These include tire programs, as well as other technology and project management programs, consulting, billing, and systems solutions. As a Senior Customer Account Specialist, your essential job functions will include acting as a lead call center representative for AMI with all Ford dealers, distribution centers, and automotive field managers. You will handle inbound and outbound communications with a focus on building long-term professional relationships, and serve as a primary mentor to Customer Account Specialists, providing day-to-day guidance, assisting the team with complex problem-solving, and supporting management in departmental initiatives. You will evaluate intricate customer needs to determine appropriate actions, strive for "one-call resolution" by providing technical advice and turning inquiries into growth opportunities, and ensure the accurate processing of orders on a daily basis. You will provide customer solutions through general knowledge of products, processes & support the team as needed, and ensure the precise processing of daily orders and resolve escalated delivery or logistics concerns. Coordination with internal departments is key to guarantee timely responses, and you will interact with other departments to ensure timely responses to customer inquiries and orders. Completing all administrative documentation required, including the input of critical notes to the contact center management system, is also part of the role. You will lead assigned projects aimed at improving workflow efficiency, enhancing customer experience, and implementing new policies or technologies, and contribute to the development of innovative ideas. Actively sharing insights to refine processes and enhance the overall customer journey is expected, as is attending and facilitating training sessions to maintain expert-level proficiency in industry trends and diagnostic skills. Other Duties as Assigned.

Requirements

3+ years of sales/service experience.
Advanced knowledge of Outlook, Word, and Excel
Strong communication & customer service skills

Nice To Haves

Automotive industry preferred.
General knowledge of car models, tire sizes, tire model numbers, and tire compatibility across all retail/wholesale brands, preferred.

Responsibilities

Act as a lead call center representative for AMI with all Ford dealers, distribution centers, and automotive field managers.
Handle inbound and outbound communications with a focus on building long-term professional relationships.
Serve as a primary mentor to Customer Account Specialists; provide day-to-day guidance, assist the team with complex problem-solving, and support management in departmental initiatives.
Evaluate intricate customer needs to determine appropriate actions.
Strive for "one-call resolution" by providing technical advice and turning inquiries into growth opportunities.
Ensure the accurate processing of orders on a daily basis.
Provide customer solutions through general knowledge of products, processes & support the team as needed
Ensure the precise processing of daily orders and resolve escalated delivery or logistics concerns.
Coordinate with internal departments to guarantee timely responses.
Interact with other departments to ensure timely responses to customer inquiries and orders.
Complete all administrative documentation required, including the input of critical notes to the contact center management system.
Lead assigned projects aimed at improving workflow efficiency, enhancing customer experience, and implementing new policies or technologies.
Contribute to the development of innovative ideas.
Actively share insights to refine processes and enhance the overall customer journey.
Attend and facilitate training sessions to maintain expert-level proficiency in industry trends and diagnostic skills.
Other Duties as Assigned