Customer Service: Issue Resolution Specialist
| Company | SD Wheel |
|---|---|
| Location | Batavia, IL, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior |
Requirements
- 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.
- 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.
Responsibilities
- Act as a liaison via telephone and email to provide product/services information and resolve any emerging problems, i.e. complaints, orders, errors, account questions, billing, cancellation, etc.
- Ensure and lead excellent service standards and maintain high customer satisfaction across all companies.
Preferred Qualifications
-
No preferred qualifications provided.