CUSTOMER SERVICE REPRESENTATIVE

Coker Tire Company•Chattanooga, TN

just now•Onsite

About The Position

This position serves as the front line for Customer Service and Sales, handling inbound calls, technical inquiries, and returns with a customer-service centric and professional approach. The role primarily operates in a professional office environment, utilizing standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. Additionally, it requires significant travel to car shows and events (5-10 per year), which involves working outdoors, repetitive lifting, and transportation via an 18-wheeler or fifth wheeler. Physical labor, including lifting up to 50 lbs, is a common requirement both in the office for walk-in customers and while on the road at car shows.

Requirements

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
Knowledge of tire, wheel, and other automotive technical information
Excellent presentation and communication skills
Highly motivated and energetic personality
Ability to lift up to 75 pounds

Nice To Haves

Prior experience working in a high-activity sales environment preferred
Post high school education preferred

Responsibilities

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