Customer Service Representative

The Customer Service Representative is responsible for delivering exceptional customer service by professionally handling inbound calls and processing orders in an accurate and timely manner.

This role ensures all customer inquiries and requests received internally or externally via phone, email, or mail are addressed promptly, efficiently, and with a strong sense of urgency.

The position requires effective communication and collaboration with internal departments to support timely order processing, pricing accuracy, shipping requirements, and any special customer needs.

The representative will also manage invoice discrepancies by initiating credit and debit requests, as well as processing returns related to shipment errors.

Additionally, this role involves providing customers with detailed product information, including availability, inbound shipments, features, benefits, warranties, sizing/fitment, and application guidance.

The representative will maintain up-to-date customer account records and department reference materials, as well as support the training of backup personnel.

A strong working knowledge of the Dunlop Tires North America Inc (DTNA) website is required to assist customers and navigate resources effectively.

The role also includes generating routine and ad hoc reports, along with performing various administrative duties as needed.

Essential Job Functions


* Process customer orders accurately and efficiently


* Answer and manage inbound customer calls


* Generate routine and ad hoc reports


* Communicate effectively with internal departments


* Process returns and resolve shipment discrepancies


* Initiate and manage credit/debit requests


* Maintain accurate and current customer account information


* Collect and document customer feedback


* Utilize and support the SRNA website for customer assistance


* Demonstrate strong product and inventory knowledge


* Perform general administrative duties

Work Experience
Minimum of three (3) years of inbound call center experience or equivalent training required.

Must be detail-oriented, highly organized, and self-motivated, with the ability to manage multiple tasks efficiently.

Education/Training
High school diploma or equivalent (GED) required.

A bachelor’s degree in a related field is preferred, or an equivalent combination of education and relevant experience sufficient to perform the essential functions of the role. 

Skills
Proficiency in Microsoft Office applications, including Word, Excel, and Outlook, is required, along with strong 10-key data entry skills.

Must possess basic math and accounting abilities, including the capacity to add, subtract, multiply, and divide using whole numbers, fractions, and decimals. Excellent verbal and written communication skills are essential, along with a strong customer service orientation.

Ability to professionally manage a high volume of inbound customer calls is required.

Familiarity with DTNA products and website navigation is preferred but not required.

This role requires the ability to sit, stand, and move for extended periods, as well as frequent use of hands and fingers for typing and data entry.

Employees will regularly use a computer and customer service systems and must be comfortable handling phone calls, including extended headset use. The position also requires visual focus, attention to detail, and the ability to manage work-related stress in a fast-paced environment.

Occasional lifting of up to 25 pounds may be required for handling files, documents, or office supplies.

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