Wholesale Customer Care Specialist I 10-7

Tire Rack•South Bend, IN

7d•Onsite

About The Position

The Wholesale Customer Care Specialist I supports Tire Rack’s wholesale tire business by providing customer service to customers, dealers, and manufacturer partners. This frontline role handles inquiries, warranty processing, order support, and issue resolution while working to deliver a positive customer experience. The position requires accurate, timely support across multiple communication channels in a fast-paced environment. The role processes replacement orders, returns, refunds, and exchanges; coordinates warranty documentation with manufacturers and dealers; prepares rebate submissions; tracks deliveries and return shipments; and maintains customer and warranty records. It also provides administrative and operational support to cross-functional teams and assists with departmental projects as assigned. The position is full-time, on-site in South Bend, Indiana, with a normal schedule of 10:00 a.m. to 7:00 p.m., Monday through Friday. Occasional weekend work and additional hours may be required based on business needs. Pay starts at $18 per hour, plus a $2-per-hour shift bonus.

Requirements

At least one year of experience in a call center, customer service, or e-commerce environment.
General knowledge of Microsoft Office applications.
Strong customer-service mindset and 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 adapt quickly to changing priorities and technology.
High school diploma or equivalent; an equivalent combination of education and experience may be considered.

Responsibilities

Respond professionally and promptly to customer inquiries by phone, email, and warranty submissions.
Provide accurate information about 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 according to company policies and procedures.
Coordinate with tire manufacturers and dealers to obtain documentation and information for warranty claims.
Prepare rebate submissions and assist with warranty-related administrative processes.
Track customer order deliveries and return shipments to support timely resolution and communication.
Support cross-functional teams with administrative and operational tasks.
Maintain accurate records and documentation related to customer interactions and warranty processing.
Assist with departmental initiatives and projects as assigned.