CUSTOMER SERVICE REPRESENTATIVE

Coker Tire; Chattanooga (TN); On-site; USD 42,000 - 65,000; Full time

Job summary

Coker Tire Company in Chattanooga, TN is seeking a Customer Service & Sales professional to handle inbound calls, assist customers with product selection, and process orders efficiently while delivering top-tier service.

You will support CSR with escalation, maintain relationships, and contribute to the growth of key accounts. Travel to car shows and events is required, with physical tasks including lifting up to 75 lbs.

Qualifications

• Inbound sales experience
• Support CSR with service, sales and technical escalation
• Maintain relationships with existing customers and develop new ones
• Process orders via phone, fax, in-person or web chat efficiently
• Provide timely information on orders and product knowledge
• Assist with new hire training and ongoing training
• Resolve customer issues on first call including returns
• Grow and service key accounts and make outbound calls as needed
• Support digital channels (forums) for escalated issues
• Perform call quality audits on orders and reps
• Provide technical fitment recommendations using internal/external info
• Warranty and claims evaluation

Responsibilities

• Receive inbound sales calls and assist customers with product selection
• Support CSR with Customer Service, Sales, and Technical question escalation
• Maintain relationships with existing customers and create relationships with new ones
• Process orders for products received by telephone, fax, in-person, or via online tools (web chat) in a timely and efficient manner
• Provide timely and accurate information to customers regarding order status and product knowledge requests
• Assist with new hire training as well as ongoing training
• Provide one call resolution for customer service issues, including technical and returns
• Grow and Service key customer accounts
• Make outbound calls as needed
• Support Sales and call reports using basic Excel skills
• Assist with designated digital customer channels, such as forums, for escalated customer or product issues
• Perform call quality audits on orders as well as call scores for phone reps
• Provide technical + fitment recommendations to customers using internal and external information and resources
• Warranty and claims evaluation
• Other duties assigned by Management

Skills

Customer service

Communication

Organization

Problem solving

Teamwork

Education

Post high school education preferred

Tools

Excel

Epicor P21

Web Query

Microsoft Office

Job description

Description

Job Summary

This position is the front line in Customer Service and Sales; handling inbound calls, technical inquiries, and returns in a customer-service centric and professional manner. This position operates in a professional office environment routinely using standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This position also requires travel to car shows and events (5-10 per year), which entails working outdoors, lifting repetitively, and travel to and from events in an 18-wheeler or fifth wheeler to car and trade shows. Lifting and physical labor (50 lbs.) while in the office to assist with walk in customers and while on the road and at car shows are common.

Reports to National Sales Manager

Essential Functions

Receive inbound sales calls and assist customers with product selection

Support CSR with Customer Service, Sales, and Technical question escalation

Maintain relationships with existing customers and create relationships with new ones

Process orders for products received by telephone, fax, in-person, or via online tools (web chat) in a timely and efficient manner

Provide timely and accurate information to customers regarding order status and product knowledge requests

Assist with new hire training as well as ongoing training

Provide one call resolution for customer service issues, including technical and returns

Grow and Service key customer accounts

Make outbound calls as needed

Support Sales and call reports using basic Excel skills

Assist with designated digital customer channels, such as forums, for escalated customer or product issues

Perform call quality audits on orders as well as call scores for phone reps

Provide technical + fitment recommendations to customers using internal and external information and resources

Warranty and claims evaluation, processing

Other duties assigned by Management

Work Environment
This role includes both office-based and outdoor work environments. Standard office equipment is used regularly. This position will be onsite at our corporate office in Chattanooga, TN.

Travel Requirements

Significant overnight travel required during events.

Physical Demands

The individual in this position will spend several hours sitting and using office equipment and computers, which can cause muscle strain. Must be able to physically lift up to 50 lbs to assist at car shows or with walk-in customers. Must be able to use ladder for show installations and setup.

Requirements

Key skills and competencies of the position include, but are not limited to:

Ability understand and take direction to achieve a common goal

Proficiency with Computers, Microsoft Office, Excel, Web Query and Epicor P21

Effective written and verbal communication skills

Strong attention to detail and follow-up skills

Excellent organizational skills

Customer Centric service skills and ability to remain calm and composed during difficult customers and situations

Hands-on, "in the trenches" style with a strong work ethic, high level of energy and enthusiasm

Exceptional knowledge of our products, procedures, and order system

High level of vehicle fitment, market, wheel, and tire proficiency including technical aspects

Qualifications, Education and Experience

Prior experience working in a high-activity sales environment preferred

Knowledge of tire, wheel, and other automotive technical information.

Excellent presentation and communication skills

Highly motivated and energetic personality

Post high school education preferred

Ability to lift up to 75 pounds