Customer Service: Issue Resolution (onsite first 30 days, Naperville IL)

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. 

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