Job Description

CUSTOMER CARE SPECIALIST

POSITION SUMMARY:

Manage the day-to-day transactions for Highline Aftermarket across many various customer segments. In addition to transactions and processing, this person will be responsible for: customer support, resolving chargebacks and infractions, communicating with the DC/Plant operations, and assisting the Highline Sales department to identify customer pain points and opportunities relative our product offering and service.

ESSENTIAL JOB DUTIES:

• Enter orders called, emailed, faxed, or uploaded by customers or outside sales in timely manor
• Communicate best projected shipment dates to customers to help manage expectations
• Be aware of the latest lead times internally for both manufactured and distributed products
• Manage retail customers portals to send order acknowledgments, advance shipping notices (ASN’s), invoices, retrieve transportation status/updates, create labels, and to dispute chargebacks
• Work closely with warehouse and transportation staff to ensure customer service has what is needed to schedule/route orders such as BOL’s and pick slips
• Research and document customer deduction claims according to credit / cust service processes
• Bring all consumer / customer quality inquiries immediately into Highline quality process
• Understand what Sales team member is responsible for accounts your working on
• Keep up with product informational updates announced on Commercial SharePoint site
• Process requested reports, customer inquiries, returns as well as other requests
• Provide troubleshooting assistance for customer orders, product questions, and relevant problems
• Monitor customers adherence to published Commercial Terms to help the company minimize freight costs or any other applicable expenses
• Make outgoing calls to remind customers of or truck schedule to solicit orders where applicable
• Contribute to the building of standard operational procedures around customer specific processes
• Recommend process improvements to help Highline improve overall service to customers
• Become proficient in Highline ERP system required to support designated customer responsibility
• Attend and participate in internal sales meetings as requested

EDUCATION & EXPERIENCE:

• Bachelor’s degree preferred, HS diploma required
• 5 years in Customer Service

SKILLS & ATTRIBUTES

• Microsoft Office (Primarily Excel)
• Managing eCommerce (Retailer Web Portals)
• Chargeback Analysis
• Item Onboarding

Company Description

Highline Warren is North America's premier distributor of automotive oils, chemicals and consumable products, offering strategic manufacturing and market exclusives such as MAG 1®, Prime Guard®, Rain-X® Windshield Wash and BlueDevil®. With an ever-growing brand portfolio, multiple manufacturing and distribution facilities across North America and investments into new capabilities and technology, Highline Warren is able to service 99% of the United States more efficiently and effectively than ever before. For more information, please visit: www.highlinewarren.com