Overview:
Wholesale Customer Care Specialist I(8-5)
Employment Type: Full-Time
Location: South Bend, IN (On-Site)
About the Role
The Wholesale Customer Care Specialist I plays a key role in supporting Tire Rack's wholesale tire business by delivering exceptional service to customers, dealers, and manufacturer partners. This position serves as a frontline resource for customer inquiries, warranty processing, order support, and issue resolution while ensuring a positive customer experience.
The ideal candidate is customer-focused, detail-oriented, and thrives in a fast-paced environment. This role requires strong communication skills, problem-solving abilities, and a commitment to providing accurate information and timely support across multiple communication channels.
At Tire Rack, we operate with the values of IOOGA — Integrity, Our People, Our Customers, Growth, and Attitude.
What You'll Do
Customer Service & Support
- Respond to customer inquiries via phone, email, and warranty submissions in a professional and timely manner.
- Provide accurate information regarding orders, products, policies, and procedures.
- Resolve basic customer concerns and complaints while maintaining a positive customer experience.
- Monitor and manage call tags, hold tickets, and general customer service inbox communications.
Order & Warranty Processing
- Process replacement orders, returns, refunds, and exchanges in accordance with company policies and procedures.
- Coordinate with tire manufacturers and dealers to gather documentation and information required for warranty claims.
- Prepare rebate submissions and assist with warranty-related administrative processes.
- Track customer order deliveries and return shipments to ensure timely resolution and communication.
Collaboration & Administrative Support
- Support cross-functional teams with miscellaneous administrative and operational tasks.
- Maintain accurate records and documentation related to customer interactions and warranty processing.
- Assist with departmental initiatives and projects as assigned.
What We're Looking For
Required Qualifications
- Minimum of one (1) year of experience in a call center, customer service, or e-commerce environment.
- General knowledge of Microsoft Office applications.
- Strong customer-service mindset with a commitment to delivering exceptional experiences.
- Excellent verbal and written communication skills.
- Effective problem-solving, active listening, and negotiation abilities.
- Strong attention to detail and organizational skills.
- Ability to manage multiple priorities and work efficiently in a fast-paced environment.
- Demonstrated initiative and willingness to learn new systems and processes.
- Ability to quickly adapt to changing priorities and technology.
Education
- High school diploma or equivalent required.
- Equivalent combination of education and experience may be considered.
Schedule
Work Days
- Monday through Friday
- Occasional Saturdays and Sundays may be required based on business needs
Work Hours
- Normal schedule is 8:00 a.m. to 5:00 p.m.
- Additional hours may be required as business needs dictate
Why Join Tire Rack?
At Tire Rack, you'll join a team dedicated to delivering outstanding customer experiences while supporting one of the most trusted names in the tire industry. We offer opportunities for professional growth, a collaborative work environment, and the chance to make a meaningful impact on our customers and business every day.
If you're passionate about helping customers, enjoy solving problems, and want to grow your career with a company that values Integrity, Our People, Our Customers, Growth, and Attitude, we'd love to hear from you.
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