SD Wheel · 20 hours ago
Customer Service: Issue Resolution (onsite first 30 days, Naperville IL)
Naperville,IL,US
Full-time
Onsite
Entry Level
1+ years expSD Wheel is a customer-oriented company seeking an Issue Resolution Specialist. The role involves acting as a liaison to provide product and service information, resolving customer issues, and ensuring high service standards and satisfaction.
AutomotiveE-Commerce
Responsibilities
Act as a liaison to provide product/services information and resolve any emerging problems, i.e. complaints, orders, errors, account questions, billing, cancellation, etc
Ensure and lead excellent service standards and maintain high customer satisfaction across all companies
Handle customer service needs/requests with guidance
Communicate with customers via Email, Text, and Phone while resolving issues/handling backorders/etc
Ensure emails are formatted properly (intro, body, closing) and replies are thorough, accurate and comprehensive
Handle phone calls in the proper tone and minimal assistance is needed to serve customer requests
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
Understand troubleshooting general issues, customer concerns, problematic situations
Coordinate external vendors to attain accurate ETAs and escalate all unresolved issues to management
Measure production and efficiency by personal metrics
Coordinate with external vendors to resolve all issues and provide appropriate responses to all customers
Qualification
Required
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
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
High School Diploma or equivalent
At least 1 year customer service
Company
SD Wheel
SD Wheel is an online automotive parts store that offers wheels, rims, tires, and suspension.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Richard Guerrero
Chief Operations Officer
Steve Hamilton
Founder
Company data provided by crunchbase