Customer Success & Support Specialist

Autocar-Parts,-LL; Highland Park (IL); Sur place; USD 40 000 - 56 000; Plein temps

Avantages offerts par ce poste

Competitive compensation

Medical, dental, vision, life and AD&D

Disability coverage

401(k) with company match

Paid time off and holidays

Growth opportunities

Collaborative culture

Résumé du poste

Autocar Parts in Highland Park, IL is seeking a customer-focused team member to support the inbound call center by managing customer orders and resolving credits, returns, and warranties through the appropriate channels. You will also assist with simple account management, maintain accurate customer records, monitor open requests, and ensure a smooth customer experience with proactive follow-through.

Responsibilities include coordinating with internal teams, providing product pricing

Qualifications

• Bachelor's degree or high school diploma with 3+ years of relevant experience.
• Experience in customer service and order processing.
• Familiarity with credits, returns, and warranties processes.

Responsabilités

• Guide and manage customer orders and resolve customer inquiries in a fast-paced environment.
• Communicate with customers via phone and email via case management.
• Investigate and solve customer problems and find best possible solutions.
• Help customers navigate our website and place orders online (Automated order entry).
• Support simple account management activities, including reviewing and updating customer contact, shipping, billing, and communication information through the appropriate internal processes.
• Monitor routine account needs and open service requests, communicate status updates, document interactions, and coordinate with internal teams to support timely resolution.
• Provide knowledgeable answers to questions about products, pricing, and availability.
• Respond to shipping inquiries and answer order status questions.
• Become a product expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service.
• Follow up on qualified leads and identify customer opportunities, document outcomes, and coordinate with the Sales team to support conversion, account growth, and revenue goals.
• Analyze, manage, and resolve customer requests related to refunds, returns, and warranties, including completion of all required paperwork
• Generate credit memos and replacement orders adding details into Enterprises Resource Planning (ERP) system for tracking and review purposes
• Comply with changes in policies or renewals
• Manage freight claims through the claim portal and drive them toward resolution
• Manage warranty claims through the supplier portal and drive them toward resolution
• Serve as liaison between the supplier, customer, and internal departments to investigate, manage, and resolve claims and customer requests related to orders, returns, credits, and warranties.

Connaissances

Customer service

Order management

Credit/returns/warranty handling

Case management

ERP systems

Formation

Bachelor's degree or high school diploma with 3+ years of relevant experience

Outils

ERP system

Description du poste

Autocar Parts in Highland Park, IL is seeking a customer-focused team member to support the inbound call center by managing customer orders and resolving credits, returns, and warranties through the appropriate channels. You will also assist with simple account management, maintain accurate customer records, monitor open requests, and ensure a smooth customer experience with proactive follow-through.

Responsibilities include coordinating with internal teams, providing product pricing