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Customer Service Specialist 1

Position Type: Regular 
Location: Charlotte HQ 
Business Unit: Aftermarket 
Division: Aftermarket NA 

 

Camso is now part of the Michelin Group.
By joining forces together, we become the world leader in the Off-The-Road market.

 

YOUR IMPACT

 

 

Overall Function

The Customer Service Specialist I supports sales to tire dealers and distributors by handling a high volume of inbound and outbound phone calls, emails, and online chatter.  This role requires good interpersonal skills, excellent customer service skills, computer aptitude, and technical aptitude.

 

The Customer Service Specialist I is required to:

  • Learn and possess basic knowledge of the business and business processes
  • Respond to all customer orders, quotes and other requests within two (2) hours of receipt and communicate with our customer that the order was dispatched
  • Perform onboarding for new vendors (Vendor Relations CSS)
  • Exceed customers’ expectations of timely and accurate customer service
  • Manage assigned customers 
  • Dispatch service requests within two (2) hours after receipt of new service request
  • If an ETA from a vendor/ITD or SOS was not received within 48 hours the CSS will research alternative options
  • Daily work his/her order open order report to prevent orders from becoming late
  • Expertly utilize inventory and ordering systems to efficiently and effectively assist customers with opportunities, quotes, and orders
  • Continuously improve on knowledge of product, services and equipment
  • Meet/Exceed Customer Service KPI’s
  • Supports Territory Sales Managers on quotes, sales orders, product questions and customer updates
  • Follow up on leads, quotes, and orders to substitute products and/or upsell products
  • Raise dealer awareness of our brand and services by educating them on the company product portfolio, program offerings, promotional offerings, and inventory reduction initiatives
  • Leadership of/or participation in the process improvement projects and assists with training

 

Main Responsibilities

  • Customer Focus: A commitment to customer satisfaction, and an excellent customer experience
  • Consistently places a high value on customers and all issues related to customers
  • Objectively listens to, understands and represents customer feedback
  • Anticipates customer needs and develops appropriate solutions
  • Meets all promises and commitments made to customers
  • Teamwork: The ability to cooperate with others to meet objectives to deliver customer satisfaction
  • Works with multiple departments and personnel to deliver high customer satisfaction
  • Discards personal agenda and cooperates with others to meet objectives
  • Contributes positively and productively to team projects
  • Supports other team members and decisions
  • Results orientated: The ability to identify actions necessary to complete tasks and obtain results.
  • Actively communicate and strive to meet goals as established with all associates.
  • Self-Management: The ability to prioritize and complete tasks in order to deliver desired results
  • Independently pursues business objectives in an organized and efficient manner
  • Prioritizes activities as necessary to meet objectives
  • Maintains required level of activity toward achieving goals without direct supervision
  • Minimizes work flow disruptions to complete high quality work within a specified time frame
  • Interpersonal Skills: The ability to interact with others in a positive manner.
  • Initiates and develops business relationships in positive ways
  • Successfully works with a wide range of people at varying levels of organizations
  • Communicates with others in ways that are clear, considerate, and understandable
  • Demonstrates ease in relating with a divers range of people or varying backgrounds, ages, experience and education levels
  • Personal Accountability: A measure of the capacity to be answerable for personal actions.
  • Accepts personal responsibility for the consequences of personal actions
  • Maintains personal commitment to objectives regardless of personal feelings
  • Accountability for others: The ability to take responsibility for others' actions
  • Problem Solving: The ability to identify key components of a problem to formulate a solution or solutions
  • Ability to assess complete situation and make best overall decision that may affect numerous organizations
  • Utilize experience in problem solving to determine root cause and work to implement long term corrective action to ensure problem does not re-occur.
  • Ability to focus on process improvement
  • Flexibility: The ability to readily modify, respond to and integrate change with minimal personal resistance
  • Be proactive in suggesting change to streamline processes
  • Willing to adjust to proposed changes for the good of the organization

 

Key Attributes:

  • Meet / Maintain Customer Satisfaction level as established in organization goals
  • Complete assigned administrative duties and communications in given timelines

 

Technical Abilities:

  • CRM system (preferably Salesforce.com)
  • ERP System (SAP, etc)
  • Microsoft Office (Excel, Word, Powerpoint, Project, Visio)

 

Travel Expectation:

  • Travel will be limited to less than 10% of the time, as directed by the Customer Service Manager.

Experience Preferences:

  • Bachelor’s degree or equivalent business experience desired
  • Min. of 3 years of prior sales or customer service experience
  • Demonstrated success at previous roles

 

Direction Received

The position requires a punctual and reliable individual who can follow instructions accurately, demonstrate sharp problem solving skills, provide excellent customer service and is able to work in a fast paced environment.

 

The direction will come from the Customer Service Manager or designee per company policies and procedures.

 

Work Conditions

 

  • Smoke-free office environment.
  • Talking, sitting and typing are regular components required of this position.
  • Computer and telephone use is also required.
  • Teamwork is expected and encouraged at all times.

 

WHO WE ARE

 

We are a customer-focused, world-class manufacturer and service supplier of high-performance products that meet the mobility needs of the off-the-road vehicle market.

 

Our shared values, our culture of empowerment and our drive to constantly find a ‘better way” will be the foundation for us to develop sustainable mobility solutions.

 

WE OFFER

 

A competitive salary and benefits

International work environments

Professional development opportunities

A challenging role in a highly innovative company

 

At Camso there’s always space to grow; together we define our goals, then it’s up to you to find the way that’s right for you. Choose to work in a team that's always on the move to achieve its dreams.

 

JOIN US WHERE THE ROAD ENDS.

 

Apply now »