Customer Service Representative

MAXAM Tire North America – Customer Service Representative

In-office

Position Report:

Customer Service Manager

Location: Position will be full-time at Maxam Tire North America headquarters in Danvers, MA.

Summary/Objective:

MAXAM Tire, a subsidiary of the Sailun Group, is a global manufacturer and distributor of specialty off-the-road tires. The Customer Service Representative is responsible for supporting our business strategy centered around our core vision of being a “Business Solutions Provider” and our mission of “Ensuring the Quality of the Customer Experience”. Key focus of this position is “front line” support for all Customer Service functions and to provide support to multiple departments including the executive team members.

Essential Functions:

• Process online E-Commerce orders for Customer Service in the MAXAM B2B environment
• Responsible for manual entry of MAXAM orders that are submitted via email or phone by customers or our sales representatives
• Fielding questions and inquiries via phone and email regarding customer orders, credit approvals and schedules for delivery of orders
• Track orders from point of entry to shipment for customers and providing delivery information as requested
• Assist customers with technical questions relating to orders and research information as needed
• Resolution of customer complaints via phone and email
• Update customer sales information and other record keeping tasks as needed
• Run routine reports and write correspondence as required
• Perform administrative duties for senior managers as required
• Assist team members or departments whenever there is a need or opportunity

Education and/or Experience:

Bachelor’s Degree with 5+ years’ experience in customer service and office support with experience in a technical environment or equivalent combination of education and experience.

Key Skills and Competencies:

Must be organized, punctual, self-motivated, be able to prioritize tasks, multitask, meet deadlines and possess a strong work ethic. Attention to detail is mandatory. Must be able to work effectively independently and in a team-based collaborative environment. Must demonstrate ownership of assigned responsibilities with a positive, self-starter attitude and display good judgement. Must be able to follow direction, be flexible and adaptable if changes in assigned duties arise. Must have excellent planning and project management skills. Excellent customer service, interpersonal, organizational and communication skills are required. Must have the ability to deal with difficult customers and sales representatives in a calm manner to come to a positive resolution, if issues arise. Must be upbeat, with an A+ personality and be professional and responsive in dealing with all parties involved in our business on a day-to-day basis.

Must possess the ability to communicate effectively and professionally by phone, in writing, electronically and in-person. Experience with Navision or similar database or computerized sales system is required. Proficiency required with Microsoft Office, Word & Excel. Experience with Power Point is a plus.

Supervisory Responsibility:

This position has no direct reports.

Travel:

Limited, however, travel opportunities may arise for training purposes, distribution center visits and customer visits.

Location:

MAXAM Tire North America, Headquarters Office

300 Rosewood Drive, Suite 102

Danvers, MA 01923