The Wheel Group (TWG) is seeking a Customer Support Representative to provide high quality, prompt and personable support to our network of dealers and consumers. Working at TWG, an industry leader in automotive aftermarket wheels, tire and vehicle accessories, you’ll become a product professional who can deliver quick, concise answers while acting as an advocate for our products and company. Customer experience is the lifeblood of our company and this role is essential to our team. The position serves as the perfect entry looking to transition into sales, operations, product development, or category management.
The ideal candidate will care deeply, genuinely and passionately about customer support, solving customers problems and taking ownership in the role you play in making a customer-centric environment successful. You’ll be an excellent communicator, whether it be written, or verbal and you’ll have a solid command of MS office and email systems while being extremely comfortable using technology.
At this level, you will represent the organization by serving as a creative problem solver with a thorough knowledge of our products, brands and processes and you’ll be able to guide our customers through their requests while delighting them throughout the entire process.
The duties listed below are intended to describe the overall nature and level of work being performed and are not to be taken as an extensive list of responsibilities.
Develop a deep knowledge of our products and processes
Respond to our customers to effectively address inquiries and resolve issues through email (primary channel) or phone in a quick and efficient manner.
Help customers navigate product questions, warranty inquires, where to buy, and product installation inquiries
Provide support and guidance to dealers throughout the U.S. and Canada
Communicate thoughtful solutions to help our dealers and customers move forward with our products
Collaborate with internal teams to identify opportunities and achieve higher service levels for our customers
Show resilience, composure and flexibility as customers’ needs evolve and service ticket volume increases
About you and what you’ll need to reach success
Be self-motivated and always eager to learn
Find creative problem solving both fulfilling and challenging
Adapt quickly to shifting priorities and customer needs
Have a clear, informative and professional communication style
Be proficient in MS Office and email systems
Interest in building professional skills specific to our company and industry
Have a strong grasp on typing/writing skills and be able to communicate clearly in all channels
Enjoy a fast-paced, high volume environment
Other helpful Attributes
A working knowledge of the automotive aftermarket industry (wheels, vehicle accessories, tires) will put you at the top of the list
Bilingual (Spanish) gives you an incredible advantage to communicate with our dealers and customer and your colleagues
Transition between a stationary position at a desk or work location and move about the facility or other work site locations
Operate tools to perform the duties of the position, such as computers, office equipment and work-related machinery
Transport equipment or boxes up to 25 lbs
Balance, kneel, stoop, bend, or crouch within assigned working conditions and or locations
Job Type: Full-time
Job Locations: Ontario CA, Phoenix AZ, Seattle WA, Denver CO, Columbus OH, Indianapolis IN, New Orleans LA, Jacksonville FL, Houston TX, Dallas TX, San Antonio TX, Kansas City MO, Nashville YN, New Brunswick NJ, Charlotte NC, Atlanta GA, Chicago IL.
Additional Salary Information: The Wheel Group offers a competitive compensation and benefits package including competitive salary, medical insurance, dental insurance, vision insurance, life insurance, health savings account, paid holidays and paid vacations.
About The Wheel Group
Established in 1969, The Wheel Group (TWG) is a manufacturer and distributor with over 45 years of experience specializing in aftermarket automotive wheels, bumpers and accessories. TWG is headquartered in Ontario, California, with a network of 20 distribution facilities located in major cities throughout the US and Canada. The Wheel Group handles a large international customer base in many countries including Canada, Korea, Japan, Indonesia, and Australia. Our R&D team aims to create the latest, most innovative, and exciting designs, TWG proudly introduces its worldwide known privately designed wheel lines, as well as our complete line of wheel accessories under Mr. Lugnut, RHI, Body Armor 4×4, Max Sensor and AMP Tires.
TWG’s product lines include alloy wheels of all finishes with a large variety of sizes to cover all consumer demands. All The Wheel Group’s products are designed with maximum multi-fitment [dual drill] capability to provide caliper clearance for a broad range of vehicles. TWG also provides a wide variety of trailer wheels, truck wheels, and OE wheels to provide the largest selection of products to fit the needs of every customer.
All TWG products are made fro...m the most current equipment with the highest technology to produce both cast and forged wheel of the highest quality. All wheels produced by TWG are manufactured to meet or exceed OEM, ISO, SAE, JWL, VIA, and TUV standards.
TWG is a very strong operational company and believe that success is only achieved when quality products are delivered on time to meet our customer’s demands and satisfaction.