Sr. Customer Service/Account Relationship Specialist

Kenda is a recognized leader in tire/wheel production, with over 12,000 employees worldwide, where quality, honesty, innovation and customer service are core values. This position is an opportunity to be part of a “world class” organization.

At Kenda, we owe our success to one simple fact: We employ the best people in the tire business. Thanks to their hard work and innovation, we've become a leading manufacturer of bicycle, motorcycle, ATV (All Terrain Vehicle), automotive, industrial, and trailer tires.

The Customer Service/Sales Representative will be responsible for positive customer relationship interactions, processing of customer orders, and the coordination between all parts of the organization to achieve results. This role is the primary support position for the field sales team that drives customer satisfaction with a focus on what is right for the customer.

RESPONSIBILITIES

• Understand and act on what is right for the customer.
• Greet customers warmly and ascertain problem or reason for calling.
• Resolve customer requests and complaints via phone and email.
• Place, cancel, modify, or expedite orders on behalf of the customer.
• Consistent and accurate data entry of customer orders, customer information, and customer interactions.
• Develop relationships with customer base via daily interactions
• Answer questions about warranties or terms of sale.
• Act as the company gatekeeper to inbound calling prospects.
• Suggest solutions when a product malfunctions.
• Attempt to persuade customer to reconsider cancellation.
• Inform customer of deals and promotions.
• Sell products and services over the phone or via email.
• Utilize computer technology to handle work load requirements.
• Work with customer service manager to ensure proper customer service is being delivered.
• Record customer interaction information in CRM system.
• Handle changes in policies or renewals.
• Assist in the management of correspondence between the sales team and their clients.
• Monitor customer accounts and daily interactions.
• Provide relevant information of customer interactions to sales team members.
• Daily use and interaction with CRM system
• Work with management, production, and shipping teams to support the customer.
• Develop strong product and market knowledge

KNOWLEDGE, SKILLS AND ABILITIES

• Strong analytical and problem solving skills
• Shows initiative
• Ability to work independently with strong decision making and critical thinking skills
• Good written and verbal communication when dealing with customers
• Strong organizational skills
• Excellent interpersonal skills
• Proficient with Microsoft Office Suite, and other software programs
• Ability to multi-task and prioritize
• Ability to work under pressure and with deadlines
• Conflict resolution
• Ability to work independently and and on a team
• Strong administrative skills, accuracy and attention to detail
• Excellent punctuality and attendance
• Enthusiasm for what you do!

BENEFITS

• Generous benefits package including medical, dental, life, accident, critical care, and short-term & long-term disability insurance.
• 401K retirement program with employer match
• Paid holidays, sick and vacation time
• Employee purchase pricing on auto, power sport, and bicycle tires

Equal Opportunity Employer (EOE).