What are the responsibilities and job description for the Customer Care Specialist position at Dunlop Motorcycle Tire?
The Customer Care Specialist serves as a key point of contact for both internal and external customers, ensuring a seamless experience and overseeing global supply chain initiatives. This role involves close collaboration with the parent company and affiliates across more than five countries.
Primary responsibilities include courteously and efficiently answering customer inquiries, processing orders with impeccable accuracy, identifying business needs, and aligning with client expectations. The Specialist ensures consistent follow-up and maintenance of export and domestic customer relationships, handling requests received through phone or email. Effective communication with all departments is essential to coordinate timely order releases, accurate pricing, shipping requirements, and special requests.
In addition, the Specialist will create and present monthly sales and marketing S&OP (Sales and Operations Planning) reports to key Dunlop Motorcycle Tires (DMT) stakeholders and act as a liaison between DMT and the Finance Team for trade management reporting.
Essential Job Functions
- Advisory sales support
- Monthly customer collaboration
- Report generation and presentation
- Process orders and returns
- Manage credits and debits
- Oversee container direct programs
- Forecasting and demand planning
- Develop and apply in-depth product knowledge
This role requires strong analytical skills, excellent communication, and the ability to manage complex global customer interactions with precision and professionalism.
Work Experience:
- Minimum of three (3) years of sales experience, with at least five (5) years in call center sales, including relevant training.
- Demonstrated success in meeting and exceeding sales targets with proven sales proficiency.
- Must be detail-oriented, self-motivated, and results-driven.
Education and Training:
- High school diploma or equivalent (GED) required; a bachelors degree in a related field is preferred.
- Equivalent combinations of education and experience that enable the successful performance of the jobs essential duties will also be considered.
Skills and Proficiencies:
- Proficient in MS Office applications, including Word, Excel, and Outlook.
- Skilled in 10-key by touch with basic math and accounting abilities, including the ability to add, subtract, multiply, and divide using whole numbers, fractions, and decimals.
- Excellent communication and customer service skills.
- Knowledge of SRNA products or website navigation is a plus.
- Capable of managing a high volume of inbound customer calls effectively.
Physical Demands:
- Ability to sit, stand, move, and use fingers for extended periods of time.
- May involve walking on level surfaces, reaching above shoulder height, and below the waist.
- Occasionally required to lift up to 25 pounds, such as files or computer printouts.
Work Environment:
- Primarily an office setting with controlled, mild temperatures.
- Periodic exposure to warehouse areas, requiring the use of personal protective equipment, such as goggles and boots.