Customer Care Specialist I 11-8

Tire Rack•South Bend, IN

3d•Onsite

About The Position

The Wholesale Customer Care Specialist I plays a key role in supporting Tire Rack's wholesale tire business by delivering exceptional service to customers, dealers, and manufacturer partners. This position serves as a frontline resource for customer inquiries, warranty processing, order support, and issue resolution while ensuring a positive customer experience. The ideal candidate is customer-focused, detail-oriented, and thrives in a fast-paced environment. This role requires strong communication skills, problem-solving abilities, and a commitment to providing accurate information and timely support across multiple communication channels. At Tire Rack, we operate with the values of IOOGA — Integrity, Our People, Our Customers, Growth, and Attitude.

Requirements

Minimum of one (1) year of experience in a call center, customer service, or e-commerce environment.
General knowledge of Microsoft Office applications.
Strong customer-service mindset with a commitment to delivering exceptional experiences.
Excellent verbal and written communication skills.
Effective problem-solving, active listening, and negotiation abilities.
Strong attention to detail and organizational skills.
Ability to manage multiple priorities and work efficiently in a fast-paced environment.
Demonstrated initiative and willingness to learn new systems and processes.
Ability to quickly adapt to changing priorities and technology.
High school diploma or equivalent required.
Equivalent combination of education and experience may be considered.

Responsibilities

Respond to customer inquiries via phone, email, and warranty submissions in a professional and timely manner.
Provide accurate information regarding orders, products, policies, and procedures.
Resolve basic customer concerns and complaints while maintaining a positive customer experience.
Monitor and manage call tags, hold tickets, and general customer service inbox communications.
Process replacement orders, returns, refunds, and exchanges in accordance with company policies and procedures.
Coordinate with tire manufacturers and dealers to gather documentation and information required for warranty claims.
Prepare rebate submissions and assist with warranty-related administrative processes.
Track customer order deliveries and return shipments to ensure timely resolution and communication.
Support cross-functional teams with miscellaneous administrative and operational tasks.
Maintain accurate records and documentation related to customer interactions and warranty processing.
Assist with departmental initiatives and projects as assigned.