Customer Support Specialist

The Customer Support Specialist role possesses a “no-job-too-small” mentality with keen attention to detail and a “Customer First” attitude. The primary responsibilities are Technical assistance, customer-service driven processes, data & order entry, automotive product application support & of course to be a part of a winning team.

Responsibilities

Technical Support

• Greet customers over the phone or email warmly and ascertain problem or reason for calling
• Manage incoming Tech forms from open to close
• Work with internal departments to resolve technical issues
• Navigate installation questions with accuracy and patience
• Keep accurate records during the process for continuous improvement opportunities
• Manage the department KPI’s

Order Processing

• eCommerce & Dealer order management between Website and Systems
• Client correspondence pertaining to order confirmations, shipping quotes, order status, stock check & tracking orders
• Updating online order statuses in systems, to include but not limited to; Stock status, Order Processing, Tracking/Shipping updates for eCommerce and dealer portals

Support & Returns

• Commit to providing a legendary experience for our customers in need
• Responsible for managing all support forms submitted from the customer to resolve
• Answer inquiries with full understanding and clarity of customer needs by researching, locating, and providing appropriate information until satisfaction is reached
• Route consumer calls and emails based upon the territory maps, using referral tools, forms, and templates
• Resolve customers issues or concerns by following company policy and using good judgment
• Customer communications on Returns and Status Checks, including periodic updates of progress, final decisions, and asking questions to obtain answers to make sound business decisions
• Manage Credits, core charges, refunds, warranty replacements and course-correcting shipping errors
• Project managing the efforts internally between shipping, supply chain, fabrication and engineering, and escalating issues when there is an issue that requires additional support
• Feedback for process improvement and root cause analysis reporting

Accountability

The role is considered a success if the following are accomplished:

• No one ever says they did not hear back, ever, as it pertains to customer support
• Manage the Service KPI’s 
• Address all service cases submitted in some manner by close of business
• Process orders received 1 hour prior close of business
• On brand outward and inward communications, both verbal and written