Job Purpose Statement:

The Customer Service Coordinator provides professional customer support by processing orders, preparing correspondence and inquiries and fulfilling customer needs to ensure customer satisfaction.

About The Carlstar Group

The Carlstar Group is headquartered in Franklin, Tennessee and is a global manufacturer of original equipment and aftermarket specialty tires and wheels for the agriculture, construction, outdoor power equipment, powersports, high speed trailer and flat free/manual markets. The diverse portfolio of solutions are offered under several leading brands including Carlisle® tires and wheels, ITP® tires and wheels, as well as Cragar®, Black Rock® and Unique® wheels and Marastar® manual tires. The Carlstar Group employs over 3400 associates in 17 facilities located in 4 countries. The Carlstar Group has a culture of converting great ideas into advanced products and has created a legacy of excellence in product innovation, quality, and customer service.

We became The Carlstar Group in December 2013 and previously operated at Carlisle Transportation Products and Carlisle Tire and Wheel.

For more about The Carlstar Group, visit www.carlstargroup.com.

Our success is rooted in the over 3,400 passionate team members that drive excellence in our business every day. We are proud to employ industry experts in the tire world as well as tremendous talent from other industries helping to create an environment where diversity of thought, leadership, continuous improvement and excellence are things we value most. Our growth and success as a company is dependent upon attracting and retaining the very best talent and we take that as our top priority. We work every day to ensure we take care of our employees by offering a total rewards package that includes competitive insurance coverage, paid time off, and retirement savings plans that include company matching contributions. We provide an atmosphere where employees can thrive by investing in development through tuition reimbursement and student loan pay down programs. We pride ourselves on being a company that offers lifelong career with opportunities to grow within or across different fields of expertise. Whether you’re in Finance, Sales, Marketing, Engineering, Human Resources, working the shop floor, Manufacturing, Supply Chain or any other field of expertise, The Carlstar Group offers an exciting opportunity in a fast paced and constantly changing environment.

Summary of Responsibility:

Customer Service Coordinators act as the day-to-day point of contact providing excellent service and support to our customers. On a daily basis, Customer Service Coordinators will interact with customers to answer questions, fulfill requests, and solve problems. Maintaining strong customer relationships is critical to our success, and, thus, we strive to enable and empower our employees to do just that. As in any service environment, a service professional must balance many tasks, including service levels and productivity, but it is the quality of interaction with our customers that we recognize to differentiate our service team and individuals. To do so, we seek talented, enthusiastic individuals who will contribute positively to both external customers and our workplace environment.

Essential Duties and Responsibilities:

• Answer inbound calls on all customer inquiries to include order management and or processing as well as product and delivery inquiries.
• Perform as liaison between The Carlstar Group products and our customers. Records information (complaints, literature and catalog requests, credit requests, return product requests, product complaints, special requests, etc.);
• Accountable for the follow-up of orders and inquiries initiated by customer
• Order entry management and maintenance to include back order and order fulfillment updates, inventory, and pricing request
• Respond to customers on questions and issues to resolve or facilitate coordination with the correct department for resolution
• Assists sales personnel and others as necessary with support on any customer issues and or concerns
• Coordinate with the customers, sales team, and all relevant CSG departments to ensure customers specifications and delivery requirements are met
• Ability to exude confidence, knowledge, and empathy when interacting with internal and external customers
• Ensure all open cases are responded to within departmental guidelines
• Enter quality and warranty claims via our CRM software submitted by customer. Ensure these are entered and resolved within department guidelines
• Enter service quality claims via our CRM software to ensure these are resolved in a timely manner. This includes working with the customer to resolve and support timely resolution for these particular concerns
• Independently multi-task between phone and email request with attention to department goals
• Performs other duties as assigned by management.

Education and Experience Required:

• High school diploma or GED required
• Associates degree preferred but not required
• Minimum one year experience in a customer service environment
• Effective time management & organization skill
• Strong decision making & problem –solving skills
• Ability to work well under pressure
• Strong communication skills, both oral and written
• Proficient with Microsoft office
• Understanding of SAP and CRM product such as JDE and Salesforce

• Highly developed customer contact communication skills.
• Self-starter
• Outside the box thinker
• Ability to thrive in a team environment
• Reliable and dependable
• High tolerance for pressure generated from problem situations.

Personal Trait Profile:

• Have the ability to gain and retain an up-to-date knowledge of Carlisle Transportation Products products, order systems, catalogs, price lists and sales promotions.
• Highly developed customer contact communication skills.
• Excellent organizational skills
• Experience in using practical judgment dealing with sales and business issues.
• High tolerance for pressure generated from problem situations.