Tire Program Specialist

Automated Media Inc.

3d•$17 - $19

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 GM Tire Program Specialist (Level 1), your essential job functions will include the following: Responding to inbound and outbound calls with car dealerships, distribution centers, and automotive field managers for tire orders and returns. Research and track down hard to locate tires. Assisting dealers with a variety of billing concerns, including overages, shortages, incorrect pricing, and delivery disputes. Ensure the accurate processing of orders daily. Serving as a liaison between the dealer and manufacturers to resolve ordering, shipping, and billing disputes. Responding to customer requests/inquiries within one business day, providing superior customer service, technical related advice, and translating inquiries into opportunities. Representing AMI with all GM dealers. Manual processing of dealer credits and invoices Tire Manufacturer rejection reconciliation Basic program questions (requests for bulletins, etc.) GM Invoice number requests Part number and pricing requests OE fitment questions (requires knowledge of replacement requirements, including TPC) Tire selection for acceptable replacement tires (requires knowledge of speed and load ratings) Price Tape errors/price discrepancies Dealer competitive pricing questions OE “Bumper to Bumper” warranty Issues Aftermarket warranty support Tax questions Merchandising materials Support for Price Match Guarantee online claim process Tire manufacturer promotions and rebates Evaluating the customer’s needs and determining appropriate actions. Contributing to the development and sharing innovative ideas to improve processes and policy to enhance customer experience. Strive for one call resolution with every customer. Interacting with other departments to ensure timely responses to customer inquiries and orders. Resolving customer concerns and questions as they relate to delivery issues. Displaying a professional manner when dealing with internal and external customers. Completing administrative documentation required. Inputting critical notes to contact center management system. Attending all training sessions, as required. Willingness to be a backup for other team members. Other Duties as Assigned

Requirements

Ability to provide customer solutions through general knowledge of products, processes and provides support to the team as needed.
Exhibit a strong focus on developing relationships
Exhibit basic proficiency with diagnostic skills and industry/product knowledge
Organization
Customer Service including phone skills
Communication including emails
Accuracy and keyboarding skills
Microsoft Office: With knowledge of Excel (Primarily Tire Specialist Level 2 & Level 3)
Detail-oriented
Customer Focus
Good communication skills
Continuous viewing from and inputting data to a computer screen.
Sitting for long periods of time.

Responsibilities

Responding to inbound and outbound calls with car dealerships, distribution centers, and automotive field managers for tire orders and returns.
Research and track down hard to locate tires.
Assisting dealers with a variety of billing concerns, including overages, shortages, incorrect pricing, and delivery disputes.
Ensure the accurate processing of orders daily.
Serving as a liaison between the dealer and manufacturers to resolve ordering, shipping, and billing disputes.
Responding to customer requests/inquiries within one business day, providing superior customer service, technical related advice, and translating inquiries into opportunities.
Representing AMI with all GM dealers.
Manual processing of dealer credits and invoices
Tire Manufacturer rejection reconciliation
Basic program questions (requests for bulletins, etc.)
GM Invoice number requests
Part number and pricing requests
OE fitment questions (requires knowledge of replacement requirements, including TPC)
Tire selection for acceptable replacement tires (requires knowledge of speed and load ratings)
Price Tape errors/price discrepancies
Dealer competitive pricing questions
OE “Bumper to Bumper” warranty Issues
Aftermarket warranty support
Tax questions
Merchandising materials
Support for Price Match Guarantee online claim process
Tire manufacturer promotions and rebates
Evaluating the customer’s needs and determining appropriate actions.
Contributing to the development and sharing innovative ideas to improve processes and policy to enhance customer experience.
Strive for one call resolution with every customer.
Interacting with other departments to ensure timely responses to customer inquiries and orders.
Resolving customer concerns and questions as they relate to delivery issues.
Displaying a professional manner when dealing with internal and external customers.
Completing administrative documentation required.
Inputting critical notes to contact center management system.
Attending all training sessions, as required.
Willingness to be a backup for other team members.
Other Duties as Assigned