Job Description

WheelerShip is looking for an entry-level customer care specialist to join our team in our Ohio location. This person will drive customer satisfaction by actively engaging with customers to field inquiries, address pain points, share extensive product knowledge, and facilitate sales transactions.  A great first impression is essential to the success of any organization and our Customer Care Team is the face of the company and often the first point of contact. The ideal candidate has a customer-first mindset, always assumes positive intent, and aims to deliver high-quality service in every customer interaction. This is achieved through thoughtfulness, genuine concern for the customer experience and attention to detail. 

Responsibilities:

• MANAGE INBOUND CUSTOMER COMMUNICATIONS - Answer incoming calls, emails, and messages from social media channels to address customer questions, requests and issues
• CONSULT ON CUSTOMER SUCCESS - Advise customers on how to successfully leverage the product/service based on their unique needs
• MAINTAIN WORKING PRODUCT KNOWLEDGE – Act as a product expert to ensure information given to customers is accurate, up-to-date and strategic. Create & modify product listings to improve customer experience
• FACILITATE SALES TRANSACTIONS – process customer orders, facilitate returns and exchanges, post-shipment communication with customers – i.e. tracking information, receipts / invoices
• CUSTOMER RELATIONSHIP MANAGEMENT – establish and maintain contact with customers to solicit reorders or wholesale orders, promote new products, obtain feedback. Record customer interactions in internal system for cross-functional awareness and relationship development
• CROSS-TEAM COLLABORATION – coordinate with warehouse facility for quality assurance in fulfillment, communicate with IT to make sure our internal systems and site are working efficiently

REQUIREMENTS:

• Bachelor’s degree, Associate’s degree, or equivalent
• Ability to learn our product catalog and our industry
• Passion for delighting customers with above and beyond service
• Excellent written and verbal communication skills
• Excellent time-management and prioritization skills
• Solutions-oriented and positive
• Proficient in Microsoft Office Suite, web-based systems (including phone systems, Amazon, eBay, Google Docs, Google Analytics, social media platforms)
• Automotive experience a plus
• Prior experience with Fishbowl, Magento a plus
• Working hours are 12pm - 8pm Eastern
• Must be available for periodic Saturday coverage (9am - 3pm Eastern)

ABOUT WHEELERSHIP:

As a leading e-commerce retailer/distributor of replacement wheels and accessories, WheelerShip has been providing quality, affordable solutions for drivers since 2010. We are committed to providing superior quality products and unparalleled customer service in all aspects of our business.  Our employees enjoy a work culture that is built on our core values: integrity, honesty, accountability, empathy, and (of course) fun!

BENEFITS INCLUDE:

• Medical, dental, vision insurance, including prescription coverage, with company contribution
• Paid holidays
• Paid sick and vacation days
• 401(k) with company matching
• Employee recognition rewards program
• Ability to work from home, where applicable

Employees can also take advantage of continuous learning and development opportunities, including paid attendance at seminars and trainings.

WheelerShip is an equal opportunity employer. We are proud to celebrate diversity and are committed to creating an inclusive workplace where different perspectives and experiences are valued.

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