Job Description

Are you looking for an opportunity to turn your ambition and your people skills into a rewarding career with an industry leader? Join our team at American Tire Distributors! As the nation's premier tire distributor, ATD’s coast-to-coast distribution network provides approximately 80,000 customers across the U.S. and Canada with rapid and frequent delivery of high quality tires, custom wheels and shop supplies. 

Position Description: 

The Customer Care Specialist will be responsible for resolving any emerging customer problems with accuracy and efficiency. This role acts as a liaison between customers, customer service representatives (CSR), sales staff and supply chain with a primary focus of customer issue resolution. The Customer Care Specialist will also support the market with sales related customer administrative functions.

Primary Responsibilities:

Owns customer escalations from the CSRs and sellers.  Responsible for tracking, updating and prompt follow up always ensuring we close the loop.  Responsible for directly resolving issues within their scope of access and authority.  Look for trends and properly communicate to sales and supply chain leadership.  Keep very open lines of communications with DOS, sales staff, and market supply chain.  Monitor reporting to identify market specific issues.  Assist with new customer on boarding.  Provides weekly update of all new account and new program dealer activity.  Monitors all new program dealers.  Processes national accounts for select key customers.  Support all miscellaneous sales related market customer needs as they arise.

Key Partners (Positions):

• Director of Sales
• Outside Account Manager
• Account Development Specialist
• Retail Merchandise and Training Specialist
• Inside Sales and Service Rep
• Regional Sales Operations Directors
• Manager Car Dealer Sales
• Distribution Excellence Manager
• Regional Supply Chain Director

Key Competencies:

• Proven customer support experience or experience as a client service representative
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Familiarity with all internal point of sales systems; Z, Omega, ATD Online, GM Tire Source, etc.
• Familiarity with internal systems related to customers; Oracle, CMR, Onbase, RIC, Aspire, and BI
• Proficient with Microsoft Office products; Excel, Outlook, and PowerPoint
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Strong problem-solving skills to identify and address root cause

Physical Demands/Work Environment/Travel Requirements:

• Physical demands:  While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance, stoop, kneel, crouch or crawl; talk, hear, taste and/or smell; the employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
• Work environment:  The noise level in the work environment is usually moderate.
• Travel required:  Very limited (less than 5%). Travel could include both automobile and air travel.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying the position.  Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor, subject to reasonable accommodations.  Nothing in this job description creates a contract of employment in any way for any person.   All employees hired by American Tire Distributors, Inc. are employees at will and the Company reserves the right to terminate employees at any time for any reason or no reason at all.

Build a challenging and rewarding career with us!

American Tire Distributors is an Equal Opportunity Employer and Drug Free Workplace

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Shift Type: 1st Shift (United States of America)
Job ID: R24222