Tire Program Specialist

Job Description

Title: Tire Program Specialist (Level 1) - GM

Reports To: Supervisor, Call Center

FLSA Status: Non-Exempt

Date Created: 11/19/24

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.