Customer Service: Issue Resolution (onsite first 30 days, Naperville IL)

SD WHEEL CORP•Batavia, IL

20d•Hybrid

About The Position

Customer-oriented Issue Resolution representative to act as a liaison, via telephone and email (where necessary) to provide product/services information and resolve any emerging problems, i.e. complaints, orders, errors, account questions, billing, cancellation, etc., that our customers might face with accuracy and efficiency. The target is to ensure and lead excellent service standards and maintain high customer satisfaction across all companies.

Requirements

Excellent communication skills, both verbal and written
Ability to maintain a professional and calm demeanor
Strong organizational skills and attention to detail
Ability to maintain good customer relations
Proficient computer skills
Strong time management and follow-through
High School Diploma or equivalent
At least 1 year customer service

Responsibilities

CS/IMS Experience (1+ year)
Beginner IMS operation independence
Beginner industry knowledge (wheel/tire fitment, software processes, problem solving)
Beginner operation workflow
Beginner Fundamental Awareness- Social and self-awareness as it applies to the workplace
Operating general customer service needs/requests with guidance
Beginner communication skills with customers via Email, Text, and Phone while /resolving issues/handling backorders/etc.
Emails are formatted properly (intro, body, closing) and replies are thorough, accurate and comprehensive.
Phone calls are handled in the proper tone and minimal assistance is needed to serve customer requests
Ability to resolve all issues the Ordering team (OFT) sends to Issues folder including but not limited to:
Shipping Rates
Collecting Balances Due
Confirming Fitment
Retrieving Needed Invoice Information
Relaying Backorders, ability to sell into new available item
Calculating Correct Totals/Refunds
Relay Manufacturer Issues to Customers.
Beginner understanding of troubleshooting general issues, customer concerns, problematic situations
Close supervision and instruction required for general tasks
Coordinate external vendors to attain accurate ETAs and escalate all unresolved issues to management.
Production and efficiency to be measured by personal metrics.
Coordinate with external vendors to resolve all issues and provide appropriate responses to all customers.