Customer Service Representative

Customer Service Representative

MAXAM Tire North America - Danvers, MA

Position Reporting To:
Customer Service Manager
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 being the “front line” of all customer service and order processing activities supporting our business strategy centered around our core mission of being a “Business Solutions Provider” and our vision of “Ensuring the Quality of the Customer Experience” in the Specialty Tire market segment.  The key focus of this position will be to implement all aspects of customer service for the United States, Canada, and Mexico markets.

Essential Functions:
  • Responsible for entry of all Maxam orders and questions regarding customer orders, credit approvals, and schedule for delivery of orders.
  • Track all orders from entry to shipment for customers and provide the date of delivery as requested
  • Assist Customers by answering technical questions regarding their orders and researching information.
  • Placement of orders.
  • Resolution of customer complaints via phone, email, or mail
  • Update sales information and other record-keeping tasks
  • Provide feedback on the efficiency of the customer service process
  • Assist in the coordination of marketing materials for Maxam in preparation for trade shows
  • General Danvers office support, mail distribution, and scan communication to Shared Service as required
Skills and Qualifications:

COMMUNICATION SKILLS

Ability to write routine reports and correspondence. Ability to deal with difficult customers and sales representatives in a calm manner to come to a positive resolution on any issues which may arise.  Must be upbeat, with A+ personality, professional and responsive in dealing with all parties involved.

 

COMPUTER SKILLS

Must be proficient at Microsoft Office products, (Word, Excel, PowerPoint).

Experience with Navision or similar database or computerized sales system.

 

KEY SKILLS AND COMPETENCIES

SELF/TIME MANAGEMENT: Organized, Punctual, Initiative/Self-Motivated, Prioritizing Tasks, Multi-Tasking, Meets Deadlines, Strong Work Ethic, Detail Oriented

INTERPERSONAL: Teamwork, Interpersonal Skills, Follow Direction, Flexibility/Adaptability, Stress Tolerance, Listening, Tactfulness, Positive Attitude

SALES/CUSTOMER RELATIONS: Customer Service Skills, Excellent Written and Verbal Skills, Good Judgment, Responsive to Customer’s Needs, Perseverance

Required Education & Experience:

Bachelor’s Degree and a minimum of 2 years of customer service experience dealing in a technical environment or equivalent combination of education and experience.