Field Customer Service Representative

McCarthy Tire Service•Graham, NC

20d•Onsite

About The Position

The Field Customer Service Representative will be responsible for visiting assigned customers to maintain regular contact, build relationships, ensure satisfaction, and proactively address customer needs. This role involves documenting account activity, communicating parts orders, coordinating deliveries, and following up to ensure customer satisfaction. The representative will also coordinate service sales, turn in reports, update customer records, and conduct fleet surveys. Additionally, they will support customer fleet maintenance programs by monitoring tire performance, scheduling service, and helping customers maximize equipment uptime. The role also includes acting as a public relations liaison, maintaining a professional appearance, and participating in company sales initiatives. Strong communication and mathematical skills are essential, along with proficiency in Microsoft Office Suite and smartphone usage.

Requirements

Must possess a valid driver’s license.
Able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Able to write routine reports and correspondence.
Able to speak effectively before groups of customers or employees of organization.
Able to use Microsoft Word, Excel, email, and a smart phone.
Able to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Able to compute rate, ratio, and percent, and to draw and interpret bar graphs.

Nice To Haves

Two (2) or more years of customer service, account management, fleet maintenance, commercial tire, transportation, logistics, or related industry experience preferred.
An equivalent combination of education, training, and experience will be considered.

Responsibilities

Visit assigned customers to maintain regular contact, build relationships, ensure satisfaction, and proactively address customer needs.
Complete required CRM Tool daily to document account activity.
Communicate parts orders to warehouse, advising whether status is stock or emergency.
Check with customers to ensure that delivery date of non-stock items is acceptable before ordering.
Review any special orders with the Commercial Tire Sales Manager and obtains his/her approval.
Advise warehouse on delivery instructions.
Perform deliveries to customers when necessary.
Follow up parts orders to ensure that customers have been served properly.
Coordinate service sales with service shop.
Turns in completed call and expense reports.
Update customer records to reflect changes to customers' names, addresses, etc.
Conduct Fleet Surveys when needed.
Coordinate and support customer fleet maintenance programs by monitoring tire performance, scheduling routine service, reviewing maintenance needs, and helping customers maximize equipment uptime.
Attend training seminars when possible.
Act as a public relations liaison for the company.
Maintain professional appearance.
Participate in all company sales initiatives.
Other duties can and will arise, and the candidate should be prepared to take on these challenges openly.