Customer Service Leader - Northeast Region

Leader, Customer Service

Position Summary:

The Customer Service Leader provides daily direction to the Customer Service Specialists (CSSs) on their assigned team. They ensure that the areas for which they are responsible achieves TireHub’s goals and targets through the development of customer relationships and the delivery of the highest quality customer service through inbound sales calls. The CSL reports to the National Customer Service Leader.

The individual must exhibit the following core TireHub commitments:

· Approachable - If a company could smile, we would. Instead we rely on our people to show it. We care about each other and our customers because we know business only gets done right when people respect each other and value relationships.

· Adventurous - What TireHub is set up to do is intentionally outrageous. So, we readily embrace challenges with the courage to introduce new ideas and the ambition to build something unique.

· Relentless - We tackle our work with energy. We deliver on our commitments with enthusiasm. And we don't give up until we get to the end.

· Speedy - Speed is the currency in the tire industry. When we commit to a job, we get the job done – and we do it fast.

Role Specifics:

• Leads an assigned team of Customer Service Specialists (CSSs) to achieve customer service goals and provides individual CSSs with role-specific training, daily work plans and performance management.
• Creates weekly work schedule for CSSs, adjusting as needed based on call volume and staffing level.
• Recruits, selects, onboards assigned CSS team by collaborating with assigned Recruiter, conducting interviews, providing and managing onboarding plan for new CSS Hubbers
• Develops assigned CSS team through Wellness, Performance and Development Conversations.
• Manages incoming sales calls and all aspects of inbound order management
• Ensures team adherence to TireHub’s pricing policy
• Provides leadership, management and administration for additional responsibilities and projects affecting the entire national CSS team by National Customer Service Leader
• Manages special projects by allocating resources according to CSS competencies and project need
• Works with TLC Leaders to streamline processes, and provide additional in-TLC support as needed
• Completes other tasks assigned by the National Customer Service Manager
• CSL Reports daily to local TLC
• Performs additional responsibilities as requested*

Competencies:

• Customer Focus: Building strong customer relationships and delivering customer-centric solutions
• Resourcefulness: Securing and deploying resources effectively and efficiently
• Drives Results: Consistently achieving results, even under tough circumstances
• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives

Experience:

• 5 years minimum previous sales or customer-facing experience preferred
• Demonstrated success leading a remote team
• Demonstrated success with over-the-phone communication
• Industry sales knowledge preferred
• Bilingual is a plus

Knowledge, Skills, and Abilities:

• Excellent written, interpersonal, and verbal communication skills
• Demonstrated ability to deliver results to the appropriate quality and time metrics
• Demonstrated problem solving & critical thinking skills
• Product and industry knowledge
• Collections experience
• Microsoft Office experience
  

**The salary range for the positions is $70,000 - $90,000

**This position is based out of one of TireHub’s Logistics Centers in the Northeast Region.

TireHub maintains a drug-free workplace in accordance with state and federal law.