Customer Service Center Manager (Wholesale)

Job Description

• Direct and monitor the team to ensure effectiveness and efficiency in processing customer sales and answering customer program and product questions and responding to complaints; work in collaboration with the wholesale locations, outside sales representatives and other operations personnel as needed to provide an exceptional customer order processing experience
• Hire, train and provide performance management to the team ensuring that individual and team KPI’s are achieved
• Maintain complaint information in database
• Field calls from customers concerning locations, refunds, warranty information, etc.
• Assist with competitive shopping and maintaining a database on pricing to ensure Monro maintains accurate pricing on products and services on a geographical (market) basis
• Communicate common customer complaint issues to Management and conduct phone surveys to assist in the development of training programs to improve teammate responses and customer service
• Process customer refunds to include auditing paperwork, writing letters to customers, maintaining refund files, and generating list of chargebacks.
• Maintain a consistent training calendar with partners for both the Customer Service Center and Outside Sales
• Responsible for heading up the operations focus on collections and providing consistent communication with the Accounts Receivable team and each location regarding past due accounts.
• Serve as a product expert; complete certification with all core vendors (i.e. Hankook, Cooper, Falken, and Kumho)
• Other duties, as assigned

The Customer Service Center Manager is responsible for providing oversight and support to the team ensuring they have what is needed to provide guests with accurate information and timely resolutions regarding sales opportunities and complaint resolution. This position operates under the direction of the VP, Business to Business.

Qualifications

High School Diploma or equivalent and a minimum of 2 years customer service experience (call center experience preferred) in the automotive industry and store operations experience with a technical proficiency in all areas of auto repair services, or the equivalent combination of education and experience.

• Excellent verbal and interpersonal communication skills with the ability to speak effectively to customers and management in person or over the phone
• Excellent written communication skills with the ability to write routine reports and correspondence
• Ability to take initiative in identifying problems, collecting data, and establishing facts in order to produce practical decisions and solutions
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, and diagram formats
• Strong guest service skills with the ability to respond effectively to the most sensitive inquires or complaints
• Basic math skills
• Ability to effectively coach, mentor and develop teammates in areas of expertise
• Working knowledge and utilization of Microsoft Office applications with the ability to learn new and existing company specific software

This job operates in a call center environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners and fax machines.

The position requires extensive phone usage and requires the ability to see, hear, and speak.

Flexibility required to work evenings, rotating Saturdays and rotating holidays.

Additional Information

• Health Insurance
• Dental Insurance
• 401K Retirement Plan with Company Match
• Paid vacation
• Paid Holidays
• Employee Discounts
• Career Development

Monro, Inc. is an equal opportunity employer and affords equal opportunity to all applicants for all positions without regard torace, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.