Customer Service: Issue Resolution (onsite first 30 days, Naperville IL) at SD WHEEL CORP

Batavia, Illinois, United States -

Full Time

Start Date

Immediate

Expiry Date

22 Apr, 26

Salary

0.0

Posted On

22 Jan, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication Skills, Organizational Skills, Problem Solving, Time Management, Attention to Detail, Computer Skills, Social Awareness, Email Communication, Phone Communication, Issue Resolution, Vendor Coordination, Billing, Order Management, Fitment Confirmation, Refund Calculation

Industry

Motor Vehicle Manufacturing

Description

Description Job Title: Issue Resolution Specialist Department: Customer Service Reports To: Issue Resolution Lead Position Type: Full-Time Position Classification: Non-exempt Supervisory Responsibility: No Job Description Customer-oriented Issue Resolution representative to act as a liaison, via telephone and email (where necessary) to provide product/services information and resolve any emerging problems, i.e. complaints, orders, errors, account questions, billing, cancellation, etc., that our customers might face with accuracy and efficiency. The target is to ensure and lead excellent service standards and maintain high customer satisfaction across all companies. Requirements Job Duties 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. Emails are formatted properly (intro, body, closing) and replies are thorough, accurate and comprehensive. Phone calls are handled in the proper tone and minimal assistance is needed to serve customer requests 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. Knowledge, Skills, and Abilities Excellent communication skills, both verbal and written Ability to maintain a professional and calm demeanor Strong organizational skills and attention to detail Ability to maintain good customer relations Proficient computer skills Strong time management and follow-through Minimum Requirements Education High School Diploma or equivalent Experience At least 1 year customer service Position Type/Expected Hours of Work This is a full-time position, the department is open Monday thru Friday. Overtime is sometimes available. Expectations Remote: First 30 days onsite in Naperville, IL Track your own hours both honestly and accurately Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Sit at a desk to type on a computer for at least 8hrs per day/40hrs per week. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel, and reach with hands and arms; with occasional lifting. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. SD Wheel is an Equal Opportunity Employer and does not make employment decisions on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other characteristics protected by law

Responsibilities

Act as a liaison to provide product and service information and resolve customer issues. Ensure high customer satisfaction by addressing complaints, orders, billing, and other inquiries accurately and efficiently.