Carline Specialist - Customer Care

Socket.dev; Toronto; On-site; CAD 45,000 - 60,000; Full time

Job summary

Socket.dev is seeking a Carline Specialist to support sales and information for internal and external customers in Toronto. You will respond to inquiries, translate them into opportunities, and maintain strong customer relationships.

You will act as product expert, coordinate with Retail Development Manager, collaborate with cross-functional teams, and strive for one-call resolution while promoting Alliance programs and dealer promotions.

Qualifications

• Bachelor's degree in marketing, sales or administration combined with three years of experience in sales and customer service within tire wholesaling/retailing.

Responsibilities

• Respond to inbound calls from customers, providing superior customer service, and translating inquiries into opportunities.
• Develop good customer relationships to influence sales.
• Act as an expert on all products and coordinate activities with the Retail Development Manager.
• Strive for one-call resolution and assist with program promotions and initiatives.
• Represent Alliance to OEM dealers.

Skills

Customer service

Sales experience

Bilingual (EN/FR)

Education

Bachelor's degree in marketing, sales or administration

Job description

The Carline Specialist is mainly responsible for sales and information support for internal and external customers. Customer focused, the Carline Specialist responds to inbound calls and proactively makes outbound calls translating inquiries into opportunities.

Responsibilities

Account Management and Marketing

• Respond to inbound calls from both current and potential customers, responding to customer requests/inquiries within four (4) business hours, providing superior customer service, technical related advice and translating inquiries into opportunities.
• Demonstrate commitment, keep a focus on sales and develop good customer relationships to help influence sales.
• Work proactively with RDMs to assist with program promotions and initiatives.
• Act as an expert on all products.
• Accurately coordinate all activities with the Retail Development Manager.
• Demonstrate a strong commitment to team sales and relationship development.
• Represent Alliance to all OEM dealers.

Service

• Evaluate the customer's needs and exercise discretion to determine appropriate actions.
• Lead in the development and share innovative ideas to improve processes and policy to enhance the customer experience.
• Make tire recommendations in more individual cases.
• Ensure the accurate processing of orders daily.
• Interact with other departments, such as Warehouse Network, Program Management, Purchasing/Tire Manufacturers and Accounts Receivable to ensure timely responses to customer inquiries and orders.
• Resolve customer concerns and questions as it relates to delivery issues, billing issues, program element assistance as well as promotional and marketing questions.
• Strive for one call resolution with every customer.

Success factors

• Industry/Product Knowledge: Your bachelor's degree in marketing, sales or administration combined with your three (3) years of experience in sales and customer service within the tire wholesaling/retailing had provided you with a complete knowledge of Alliance partner car models, tire sizes, tire model numbers and tire compatibility across all retail/wholesale brands.
• Results driven: Known for your motivation and determination, you always push the limits and relentlessly seek out new business opportunities. Ambitious, driven by success, you wish to participate in the company's growth and stay on the lookout for any opportunity to promote the company's products and services.
• Customer focus: Your interpersonal skills and sense of customer service allow you to always complete your tasks in the interests of customers and meet their needs. Trusted advisor, you build strong relationship with the clients by offering a personalised approach adapted to the dealer's needs in addition to offering tools necessary for their success.
• Sense of initiative: You jump on every opportunity and use every available resource to solve problems with efficiency.
• Organizational ability: A high volume of calls doesn't scare you. You know how to manage stress and establish priorities to meet deadlines.
• Problem solving skills: You are a critical thinker and have a gift for understanding the customer's needs and can offer a variety of appropriate solutions. Challenges do not scare you; you like to look for answers and find solutions that will improve the processes in place.
• Bilingualism: You can communicate well, orally and in writing. French will be considered an asset