Customer Service Representative Jobs

Who We Are

A part of a bright future tied to a proud past.

As part of the Toyota family of companies, Toyota Industries Commercial Finance (TICF) creates extraordinary customer experiences through our Brand Promise to be the partner of choice in the commercial finance industry.

Since 1985, TICF has offered an extensive line of commercial financing programs for Toyota forklifts and Hino trucks through our network of Toyota Industrial Equipment and Hino Motor Sales dealers to their customers. Our people-focused team of professionals are constantly striving to provide better solutions. Because of that we have experienced substantial growth and evolution. We are a new organization with a proud legacy. Are you interested in becoming part of it?

TICF Vision Statement: To be the premier captive finance company that champions Toyota Industries Corporation, Hino Motors, and dealers’ prosperity.

TICF Mission Statement: Provide financial solutions to sell Toyota Industries, Hino Motors, and dealer products.

Why This Job Exists: Job Summary/Scope of Impact

We are seeking a highly motivated and customer-focused individual to join our team as an Entry-Level Customer Service Representative. As the first point of contact for our customers, you will play a crucial role in delivering exceptional service and ensuring customer satisfaction. This entry-level position offers an excellent opportunity for individuals looking to start their career in customer service.

The Customer Service Representative is responsible for handling and resolving customer concerns received through phone, email, and postal mail inquiries, and will provide additional support to the team to ensure the department is meeting its target goals through report analysis, provide additional phone coverage support as needed.

What You’ll Do: Major Accountabilities

• Review and process customer requests via phone, email and via U.S. mail as per departmental guidelines
• Prepare and submit requests requiring updates to customer accounts accurately and timely
• Review TICF policies, procedures, user guides and other applicable information as appropriate
• Perform research on customer issues and follow up with customers on any issues not immediately resolved to ensure customer satisfaction consistent with internal manuals, policies and guidelines. Report complex, non-routine issues to Customer Service Supervisor for resolution
• Provide feedback and support efforts for the development and implementation of standardized processes to increase efficiency and productivity
• Answer incoming customer inquiry calls and work with customers to provide information or resolve issues.
• Document and code all conversations and each customer request in CRM with correct CIC Description
• Create desk guides for new procedures or processes that require documentation.
• Desk Assignment E-CSR: Transfers, Maintenance changes/research, Remaining Obligations, ACH Returns/Activations/Total Loss Claims & Repair Checks/Sales & Property Tax Research/Deferrals, Billing Due Date Changes/TRAC & Balloon Restructures/Changes after Funding/Contract Modification Requests/Personal Guaranty Removal Requests/Voluntary Surrender/Clarification and Substitution of Collateral.
• Demonstrate knowledge and awareness of compliance policies, procedures and regulations affecting the Customer Service Department

Who You Are: Experience, Training, Education

• Ability to work independently under pressure to meet both internal and external deadlines
• Bachelor’s degree required, preferably in Business
• In depth knowledge of SAP CRM and ERP preferred
• Quick learner who enjoys learning new skill sets
• Strong Microsoft Office/Excel/Word skills including V-Lookup in Excel and Mail Merge in Word
• Previous customer service experience is a plus but not required
• Proven analytical, organizational, and problem-solving skills
• Ability to adapt to changes in work environment, work assignments, and/or changes in priorities
• Ability to build collaborative relationships with partnering departments
• Strong attention to detail, organizational and follow up skills required
• Strong verbal and written communication skills with a strong customer focus with sense of urgency
• Effective team player who creates positive work relationships with other team members displaying a genuine passion and commitment toward their team

Competencies

1. Builds Trust: Can be trusted to keep promises and confidences. Is honest and ethical. Behavior is consistently aligned with organization’s core values.

Core Values

• Be humble and show gratitude for things great and small.
• Be faithful to your duties thereby contributing to the company and to the overall good of society.
• Be practical an avoid frivolity.
• Be ahead of the times through endless creativity, curiosity, and pursuit of improvement.
• Be kind and generous; strive to create a warm, home-like atmosphere.

2.Communicates Effectively: Expresses self clearly, both in writing and in speaking. Is thorough, yet concise, and is consistently straightforward. Creates clarity. Readily shares information with others.

3.Supports Change & Innovation: Always supports change initiatives in a positive way. Proactively embraces change. Look for new ways of improving your day-to-day processes. Partner with your leadership team to support the top organization initiatives to achieve business goals.

4.Customer Focused: Expresses a consistent passion to exceed internal and external customer expectations. Makes customer satisfaction a priority in all organizational decision making. Treats all associates like a best customer. Acts with a sense of urgency when responding to customers and coaches others to do the same.

5.High-Performing Team Player: Proactively seeks new ways to continually learn and develop. Takes initiative and strives to consistently exceed expectations at all times. Addresses conflicts/concerns through the appropriately avenues in a spirit of cooperation. Creates appropriate SMART goals aligned to the top business objectives.

6.Achieves Results: Overcomes obstacles to achieve results that set high standards for others and that positively impact the organization.

Turn Toward Great Benefits

• Vehicle rental, lease, and purchase program
• Work/Life (flextime, 9/80 work schedule offered where applicable)
• Generous paid time off (vacation, sick, personal, holidays)
• Opportunities for growth
• Medical, dental, and vision insurance (plus more)
• Tuition reimbursement
• Open, collaborative work environment
• Generously matched 401(k)

Toyota Industries Commercial Finance is an equal opportunity employer.