Automotive Product Support Specialist

Old World Industries, LLC; Northbrook (IL); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Company-matching 401(k)

Company-paid life insurance and AD&D

Company-paid identity theft insurance

Company-paid disability

Flexible spending and health savings

Paid time off and holidays

Additional benefits: voluntary life, 2

Job summary

Old World Industries, a Northbrook, Illinois-based company, seeks an Automotive Product Support Specialist to provide technical assistance on our antifreeze, heat transfer fluids, windshield wash fluid, wiper blades, and related automotive products. You will support customers and consumers via email, phone, or mail.

You will troubleshoot, document issues, train users, coordinate with other departments, and help maintain safety data sheets, product claims, and inventory for consumer replacements.

Qualifications

• 2+ years in consumer product or distributor channel customer service.
• Automotive and/or Electronics or chemical background desirable.
• Associate degree in Automotive Technology or equivalent experience preferred.
• Microsoft Office and Outlook experience.
• SAP and Salesforce experience preferred.

Responsibilities

• Provide product technical assistance to customer and consumer inquiries via email, telephone, or mail.
• Troubleshoot, diagnose, resolve and process returns and defective/damaged product claims.
• Document issues and corrective procedures.
• Communicate information regarding product quality and other technical information to team members regularly.
• Train consumers and customers on the proper use of our products.
• Assist with the distribution of Safety Data Sheets.
• Assist with maintenance of product claim database.
• Assist with maintaining inventory of products used for consumer replacement.
• Assist with collecting and sharing information regarding OWI and competitor products.
• Work with and coordinate with other departments to resolve customer issues.
• Review and compile issues related to patterns of product complaints.
• Perform other duties as assigned.

Skills

Customer service

Automotive knowledge

Communication skills

Organizational skills

Problem solving

Training others

Education

Associate degree in Automotive Technology or equivalent experience

Tools

SAP

Salesforce

Microsoft Office

Outlook

Job description

POSITION PURPOSE

Our Automotive Product Support Specialist provides both customers and consumers with technical support of our products. The Automotive Product Support Specialist handles questions and concerns for all OWI automotive products including but not limited to, antifreeze, Heat transfer fluids, windshield wash fluid, wiper blades, diesel exhaust fluid, diesel exhaust fluid dispensing equipment, and automotive lighting.

DUTIES, TASKS AND RESPONSIBILITIES

• Provide product technical assistance to customer and consumer technical inquiries via e-mail, telephone, or mail


• Troubleshoot, diagnose, resolve and process returns and defective/damaged product claims


• Document issues and corrective procedures


• Communicate information regarding product quality and other technical information to team members regularly


• Train consumers and customers on the proper use of our products


• Assist with the distribution of Safety Data Sheets


• Assist with maintenance of product claim database


• Assist with maintaining inventory of products used for consumer replacement


• Assist with collecting and sharing information regarding OWI and competitor products


• Work with and coordinate with other departments to resolve customer issues


• Review and compile issues related to patterns of product complaints


• Perform other duties as assigned

SKILLS, KNOWLEDGE AND ABILITIES

• 2+ years of consumer product or distributor channel customer service experience


• Automotive and/or Electronics or chemical background desirable


• Associate degree in Automotive Technology or equivalent experience preferred


• Microsoft Office and Outlook experience


• SAP and Salesforce experience preferred


• Great organizational skills with attention to detail


• Excellent interpersonal, verbal and written skills are essential


• Professional with strong communication skills


• Willingness to learn about and do hands on work with our products


• Ability to coach customers

This opportunity offers a competitive benefits package including:

• Medical, dental, and vision coverage with wellness benefits


• Company-matching 401(k) plan


• Company-paid life insurance and accidental death & dismemberment benefits


• Company-paid identity theft insurance


• Company-paid disability


• Flexible spending and health savings accounts


• Company-paid employee assistance program


• Paid time off and paid holidays


• Additional benefits included: voluntary life insurance, legal benefits, critical illness, accident insurance, hospital indemnity insurance, and pet insurance

Old World Industries is among the largest privately held companies competing in the automotive aftermarket today. Built upon a 50-year history of ingenuity, the Northbrook, Illinois-based company is transforming the automotive, commercial and chemical industries that keep the world moving forward. Old World’s brands include a full line of PEAK® Performance Automotive Aftermarket Products including Antifreeze/Coolant, Washer Fluid, Lighting and Wiper Blades; BlueDEF® Diesel Exhaust Fluid and Equipment; FINAL CHARGE® PRO-SERIES Heavy Duty Extended Life Coolant, Fleet Charge® SCA Precharged Heavy Duty Coolant and Thermal Charge® Heat Transfer Fluid.