Customer Service Specialist (Canton, MI)

Base Pay Range:

As a GM Tire Program Specialist (Level 1), your essential job functions will include the following:

• Responding to inbound and outbound calls with car dealerships, distribution centers, and automotive field managers for tire orders and returns. Research and track down hard to locate tires.
• Assisting dealers with a variety of billing concerns, including overages, shortages, incorrect pricing, and delivery disputes. Ensure the accurate processing of orders daily.
• Serving as a liaison between the dealer and manufacturers to resolve ordering, shipping, and billing disputes.
• Responding to customer requests/inquiries within one business day, providing superior customer service, technical related advice, and translating inquiries into opportunities.
• Representing AMI with all GM dealers.
• Manual processing of dealer credits and invoices
• Tire Manufacturer rejection reconciliation
• Basic program questions (requests for bulletins, etc.)
• GM Invoice number requests
• Part number and pricing requests
• OE fitment questions (requires knowledge of replacement requirements, including TPC)
• Tire selection for acceptable replacement tires (requires knowledge of speed and load ratings)
• Price Tape errors/price discrepancies
• Dealer competitive pricing questions
• OE “Bumper to Bumper” warranty Issues
• Aftermarket warranty support
• Tax questions
• Merchandising materials
• Support for Price Match Guarantee online claim process
• Tire manufacturer promotions and rebates
• Evaluating the customer’s needs and determining appropriate actions.
• Contributing to the development and sharing innovative ideas to improve processes and policy to enhance customer experience. Strive for one call resolution with every customer. 
• Interacting with other departments to ensure timely responses to customer inquiries and orders.
• Resolving customer concerns and questions as they relate to delivery issues.
• Displaying a professional manner when dealing with internal and external customers.
• Completing administrative documentation required.
• Inputting critical notes to contact center management system.
• Attending all training sessions, as required.
• Willingness to be a backup for other team members.

Other Duties as Assigned

Position Requirements

• Ability to provide customer solutions through general knowledge of products, processes and provides support to the team as needed. Exhibit a strong focus on developing relationships
• Exhibit basic proficiency with diagnostic skills and industry/product knowledge
• Organization
• Customer Service including phone skills
• Communication including emails
• Accuracy and keyboarding skills
• Microsoft Office: With knowledge of Excel (Primarily Tire Specialist Level 2 & Level 3)

Competencies Required

• Detail-oriented
• Customer Focus
• Good communication skills

Physical Job Requirements

• Continuous viewing from and inputting data to a computer screen.
• Sitting for long periods of time.

EOE Statement: Automated Media, Incis an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities. 

*ADA Disclosure: Any candidate who feels that they may need an accommodation to complete this application, or any portions of same, based on the impact of a disability should contact Automated Media, Inc's Human Resources Department to discuss your specific needs. Please feel free to contact us at 1-800-933-2537 x6550.