Customer Care Specialist

Are you looking for an opportunity to turn your ambition and your people skills into a rewarding career with an industry leader? Join our team at American Tire Distributors! As the nation's premier tire distributor, ATD’s coast-to-coast distribution network provides approximately 80,000 customers across the U.S. and Canada with rapid and frequent delivery of high quality tires, custom wheels and shop supplies.

Position Description: The Customer Care Specialist provides exceptional support for customers, resolving complex customer issues with accuracy and efficiency. This role supports a specific group of customers expecting personalized service and handles tier 2 and tier 3 escalations.

Key Responsibilities

Build relationships with customers to understand their business and provide effective solutions. Collaborate with DOS, market teams, and Financial Services to quickly resolve customer escalations. Communicate escalated customer concerns to all levels of the sales team until resolved. Coordinate bulk order entry with the CS team and follow up with customers.

Ensure proactive outreach to customers affected by route delays through coordination with the CS team. Handle tier 2/3 escalations unresolved by the CSR team, including: price changes, terms updates; credit/rebills, and credit card approvals. Identify and communicate trends to leadership. Proactively address potential account issues with customers.

Provide exceptional support for customers requiring specialized assistance, through phone calls and emails. Competencies Action-Oriented

• Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Balances Stakeholders
• Anticipating and balancing the needs of multiple stakeholders. Builds Customer Loyalty
• Ability to make every customer interaction positive; Balances appropriate focus on tasks and service, Collaborates with team members to best serve customers, Demonstrates respect for the customer, Describes impact of customer experience, Empathizes with customers, Explains customer experience and related loyalty metrics, Focuses on simplicity when addressing the customer, Identifies important interaction points with customers, Leverages available resources to meet customer needs, Provides solutions to the customers' problems, Recognizes importance of customer loyalty, Services diverse customers, Takes responsibility for addressing customer concerns Builds Rapport
• Quickly and effectively establishes trust within the buying centers in the client's organization. Communicates Effectively
• Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. Customer-Focused Approach
• Keeps customer at center of saleCollaborates with customersElevates partner insights~Uses common terminology Decision Quality
• Making good and timely decisions that keep the organization moving forward. In-Depth Questioning
• Seeks to understand the client's situationExplores client problems and solutionsDifferentiates between complaining and a desire for action Instills Trust
• Gaining the confidence and trust of others through honesty, integrity, and authenticity. Manages Resistance
• Responds to client concernsSeeks understanding before respondingAddresses objections~Follows up after resolution Navigates Customer Challenges
• Listens nondefensively to angry/upset customersDefuses customer tensionExplains and addresses customer issuesOffers appropriate goodwill gesturesKeeps promises made to the customerPrepares for commonly encountered customer challengesAssists multiple customers simultaneously Nimble Learning
• Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder. Plans & Aligns
• Planning and prioritizing work to meet commitments aligned with organizational goals. Strengthens Customer Connections
• Connects on a personal levelDemonstrates a willingness to help customersChooses customer-focused words and phrasesAcknowledges what the customer saysAffirms the customer's choicesAppreciates what the customer doesAssures the customer of the organization's commitmentTransitions a customer to another service providerAvoids technical or industry-specific jargon Understands Customer Needs
• Understands customer contextUncovers customer Key Performance IndicatorsArticulates customer objectives~Adds value to partnerships Understands Issues/Motivations
• Adapts to changing goals/objectivesMaintains focus on win-win goalIdentifies key interestsRecognizes key negotiation pointsShares goals and recognizes value Qualifications High School or GED degree 0-2 years of related experience preferred Skills Builds Customer Loyalty Builds Rapport Communicates Effectively Customer-Focused Approach Decision Quality Ensures Accountability Interpersonal Savvy In-Depth Questioning Manages Resistance Manages Ambiguity Navigates Customer Challenges Plans & Aligns Strengthens Customer Connections Situational Adaptability Understands Customer Needs Understands Issues/Motivations Action-Oriented Customer-Focused Physical Demands/Working Conditions Physical Demands Category: Office Physical Demands/Work Environment/Travel Requirements:
• Physical demands: While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance, stoop, kneel, crouch or crawl; talk, hear, taste and/or smell; the employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
• Work environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate.
• Travel required: As required by the position. Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you. Build a challenging and rewarding career with us! American Tire Distributors is an Equal Opportunity Employer and Drug Free Workplace To review our Privacy Policy, click here .