Thisposition is the front line in Customer Service and Sales; handling inboundcalls, technical inquiries, and returns in a customer-service centric andprofessional manner. This position operates in a professional officeenvironment routinely using standard office equipment such as computers,phones, photocopiers, filing cabinets and fax machines. This position alsorequires travel to car shows and events, which entails working outdoors, lifting repetitively, and travel to and fromevents in an 18 wheeler or fifth wheeler to car and trade shows. Lifting and physical labor (50 lbs.) while inthe office to assist with walk in customers and while on the road and at carshows are common.

Reports To: National Sales Manager

EssentialFunctions

Call Center

• Receive inbound sales calls and assist customers with product selection
• Support CSR with Customer Service, Sales, and Technical question escalation
• Maintain relationships with existing customers and create relationships with new ones
• Process orders for products received by telephone, fax, in-person, or via online tools (web chat) in a timely and efficient manner
• Provide timely and accurate information to customers regarding order status and product knowledge requests
• Assist with new hire training as well as ongoing training
• Provide one call resolution for customer service issues, including technical and returns
• Grow and Service key customer accounts
• Make outbound calls as needed
• Support Sales and call reports using basic Excel skills
• Assist with designated digital customer channels, such as forums, for escalated customer or product issues

·Perform call quality audits on orders as well as call scores forphone reps

·Provide technical fitment recommendations to customers usinginternal and external information and resources

·Warranty and claims evaluation, processing

·Otherduties assigned by Management

Car Shows/Events

·Attend aminimum of 8-10 Events and car shows per year

·Assist customers and vendors

·Set-up of company booth/area. Including, but not limited to:

i.Sitting, standing, walking continuously.

ii.Lifting, carrying, pushing, pulling continuously

iii.Reaching above, bending, stooping frequently

iv.Pushing and pulling frequently

·Otherduties assigned by Management

Keyskills and competencies of the position include, but are not limited to:

• Ability understand and take direction to achieve a common goal
• Proficiency with Computers, Microsoft Office, Excel, Web Query and Epicor P21
• Effective written and verbal communication skills
• Strong attention to detail and follow-up skills
• Excellent organizational skills
• Customer Centric service skills and ability to remain calm and composed during difficult customers and situations
• Hands-on, “in the trenches” style with a strong work ethic, high level of energy and enthusiasm
• Exceptional knowledge of our products, procedures, and order system
• High level of vehicle fitment, market, wheel, and tire proficiency including technical aspects

PhysicalDemands

Theindividual in this position will spend several hours sitting and using officeequipment and computers, which can cause muscle strain. Must be able tophysically lift up to 50 lbs to assist at car shows or with walk-in customers. Must be able to use ladder for showinstallations and setup.

Scheduleand Availability

Ability to work hours of 8AM to 8PM EST weekdays and8-12 on Saturday. Must be able to work extra days or extended hours for carshows if needed.

TravelTypicallyof 8-10 car shows per year, after sufficient training and tenure. To bedetermined and set by management.

Measurementsof the role (Not limited to):

• Sales Bookings
• Call Quality Score (CQS)Order, returns entry accuracy
• Customer Service survey responses
• Web Chat survey responses

Supervisory Responsibilities:

·This position has no supervisoryresponsibilities.

·

• Detailed knowledge of tire, wheel, and other automotive technical information
• Minimum one year as a CSR or similar automotive experience
• One year minimum call center/customer service experience with tire sales preferred
• Reporting capability in Prophet 21 and Web Query
• Basic Excel competencies
• Ability to coach, train, and lead others that are learning
• High School diploma/graduation
• Post high school education preferred
• Ability to lift up to 50 pounds

• The position will be required to be onsite, based in the Chattanooga, TN facility, reporting directly to the National Sales Manager.
• This position works a schedule determined by the manager based on open business hours.
• This job operates in both a professional office and warehouse/shop environment. The individual in this role will also perform some job duties outdoors.
• This role routinely uses standard office equipment, such as computers, phones, photocopiers, filing cabinets and fax machines.
• The individual in this position will spend several hours sitting and using office equipment and computers, which can cause muscle strain.