Customer Service Representative at Myers Tire Supply Distribution, Inc. in Akron, Ohio

Job Description:

Job Overview:

The Customer Support Representative is the "company ambassador" to customers. The primary responsibilities of this role include resolving customer complaints via phone or email. Assist with placement of orders, refunds, or exchanges. Managing and coordinating customer accounts, delivering successful solutions, and providing complete customer satisfaction are key in providing world class customer service. This position acts as the inside liaison between the customer and the company and is responsible for ensuring that customer needs are met. To manage the entire ordering process from pre-entry to post shipment resolution. Provide timely and accurate information to customers and fellow employees, in a professional manner.

Duties and Responsibilities

• Resolve customer complaints via phone and email in a timely manner.
• Use telephones to reach out to customers and verify account information.
• Greet customers warmly and ascertain problems or reason for calling.
• Assist with placement of orders, refunds, or exchanges.
• Take payment information and other pertinent information such as addresses and phone numbers.
• Place or cancel orders.
• Answer questions about warranties or terms of sale.
• Suggest solutions when a product malfunctions.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Maintains financial accounts by processing customer adjustments. Recommends potential products or services to management by collecting customer information and analyzing customer needs. Prepares product or service reports by collecting and analyzing customer information. Contributes to team effort by accomplishing related results as needed.
• Maintains customer records by updating account information.

• Maintaining current and up-to-date open and closed order files in a manner consistent with department operating procedure.
• Satisfying requests for order follow up. This includes, but not limited to, expediting orders at the plant level (with proper approval), obtaining POD's, or tracking of shipments.
• Managing and completing post shipment resolution. This includes, but is not limited to, obtaining detailed problem description from customer or salesman. Opening an RGA if required. Entry of replacement order, if necessary. Submitting a credit memo request, if necessary.
• Backup assistance for co-workers during absences as needed.
• Editing daily order output to ensure order accuracy and initiate changes and corrections as required.

Knowledge, Skills and Abilities

• Read, analyze, interpret, and organize general business periodicals, professional journals, technical procedures, or governmental regulation.
• Manage reports, business correspondence, and procedure manuals in a professional manner.
• Effectively present information and respond to questions from groups of employees, managers, clients, customers, and the public.
• Read and comprehend complex instructions, detailed correspondence, and vendor contracts.
• Responsible for designing and implementing spreadsheets, analyzing data, and providing insight that drives business growth.

Education and Experience

• College degree preferred, minimum of High School graduate.
• Ability to communicate clearly and professionally, both in verbal and written format
• Ability to follow up and follow through to completion.
• Positively accept change.
• High comfort level with use of computer

Physical Requirements

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work conditions consistent with a general office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, and reach with hands and arms.