Customer Service Lead Jobs

Apollo Tyres Ltd is an international tyre manufacturer and the leading tyre brand in India. The company has multiple manufacturing units in India and a unit each in The Netherlands and Hungary. The company markets its products under its two global brands – Apollo and Vredestein, and its products are available in over 100 countries through a vast network of branded, exclusive, and multi-product outlets.

Job Title:

CUSTOMER SERVICES LEAD – ATLANTA, GEORGIA

Main Purpose of Job (Why job exists/what it must achieve)

Level: ASSOCIATE

· To support the sales group, primary responsible for consumer (B2C) interactions between the hours of 11 AM to 8 PM EST (9 AM to 5 PM PST) via Phone/email or other lines of communication, by working with technical services department and other groups to maintain a high level of consumer and customer satisfaction. · Secondary support and back up of office admin and customer (B2B) support.

Main Responsibilities / Job Summary

Customer Services:

Experience into Off-Highway Tyres (Agricultural & Industrial tyres)

· Effectively handle consumer complaints, provide product/services

information with high consumer satisfaction via Phone, Email etc.

· Support Consumer Complaints processing/follow up/call tags etc.

· Filter and redirect all inbound messages from the consumer phone/email

etc.

· Develop and maintain consumer call log and metrics (Thermostat)

· Support office admin with phone triage / management.

· Support property damage complaints processing and filing (no

inspections)

· Create a customer-friendly and -reliable environment consistent with the

philosophy of the Company.

· Support and maintain NHTSA submissions and communications

Sales function Support:

· Keep the customers base up to date,

· Dedicated to intra-company systems like SAP, AS 400, MMIS,

· Responsible for warehouse accuracy and financial year end physical,

· Ensure commercial conditions up to date in SAP, AS 400,

· Implement backorder management within SAP,

· Ensure seamless B2B process for customers.

· Communicate information effectively, verbally and in writing, in a timely,

clear, and concise manner.

KPIs (Measurable parameters of the role) & Dimensions (What is the span of the role):

· Relevant KPIs and metrics measuring Customer Service quality and efficiency

· Consumer and customer satisfaction levels

· Complaint handling

Skills & Knowledge Requirements:

Knowledge (Technical/ Functional):

· Good knowledge in IT related programs such as Microsoft Office Excel

· SAP Systems knowledge

· Experience with managing data information on IT platforms

· Bilingual skills a plus (Spanish or French)

Competency:

· Excellent communication, social and commercial skills

· Pro-active and a real Team-player

· Able to multitask and work in a fast-paced environment

· Great data entry skills and attention to detail

· Professional, focused on customers’ needs

· Strong decision making, problem solving and organizational skill

Qualifications

· Associate or Bachelor’s degree preferred or relevant work and educational experience.

· Technical tire qualifications (desirable)

· Bilingual skills a plus (Spanish or French)

Experience:

· Minimum of 5 years work experience in an office environment (ideally in tire manufacturing/sales industry)

· Proven track record in Customer Services roles

· Previous experience in tire sector

· Experience working in Matrix organizations