What are the responsibilities and job description for the CUSTOMER SERVICE LEADER - NORTHEAST REGION position at TireHub?

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.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Salary : $70,000 - $90,000

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