Customer Satisfaction Specialist - Racing Division

Job Description:   Customer Satisfaction Specialist

Department:        Customer Engagement – Racing Product Lines

Status:                Hourly

Classification:      Non-Exempt

Reports to:          Customer Engagement Manager   

Job Summary

Customer service position for an automotive clutch manufacturer located in Sullivan, Missouri. Must be able to provide excellent customer service to key accounts as assigned through phone, e-mail, chat, technical forum, etc. in timely and accurate manner, while also providing support for outside sales efforts.  Will also serve as liaison between customer support team, management, and customer in order to improve customer service and business productivity.

Summary of Essential Job Functions

• Complete support of key accounts as assigned. Duties to include, but not limited to:
  • Account Management
    • Answer calls, chat, forum, and email and respond in a timely manner
    • Assist callers with product selection and troubleshooting.
    • Pursue ancillary sales
    • Process orders from start to finish
    • Issue RMA’s; start/follow-up/respond
    • Handle invoice matters
    • Handle shipping matters
    • Document all activity in CRM – Customer Central
    • Reports: Run a variety of sales reports; provide to management and customers as needed.
    • Process literature requests
    • Occasionally provide field assistance; some travel required
    • Monitor backorders and provide update reports to customers
    • New customer setup and updates
    • Contract pricing: enter/edit as necessary
    • Monitor delivery on time to make sure we are meeting our goal of 95% on time; report concerns to supervisor
  • Qualify and setup new dealers and sponsorship agreements; includes monitoring and reporting effectiveness.
  • Engage in social media through company facebook and instagram as directed
  • Assist other customer support staff as needed
  • Participate in tradeshow and racing events; some travel required
  • Assist engineering with market data for R & D purposes.
  • Assist with development work instructions for product assembly and installation instructions for customers.
  • Assist with and provide data for ISO requirements
  • Primarily responsible for racing forecast; review monthly
  • Additional tasks as assigned

Physical Requirements

Must be able to remain in a stationary position for a long period of time.

• Must be able to frequently move about inside the office to access file cabinets, office machinery, etc.
• Occasionally moves audio/visual equipment weighing up to 50 pounds for various event needs.

Quality Responsibility

Employees shall be committed to continually improve the quality and delivery of our product and services to better satisfy the needs and expectations of our customers.

Note:  This document is intended to describe the general duties required of this position.  It is not intended to serve as an exhaustive list of all duties, skills, and responsibilities.  Reasonable accommodations may be made to enable individuals with a disability to perform the essential functions of this position.