Customer Service Specialist

About Us : We are Yokohama TWS, a leading global supplier of tires and complete wheels for the agricultural, material handling, construction, motorcycles segments.

We design and manufacture tire and wheel solutions made for the future. With a combination of value, safety and ease, our solutions provide a more productive and sustainable performance our customers demand.

We pair the expertise and power of our global reach with the care and knowledge of local proximity. This brings innovation, technology and sustainability together to answer the specific needs of our customers.

All while continuing to reduce our and their impact on the planet. Our people take ownership to deliver on this promise every day.

We are a global Company with a local reach, operating in more than 50 Countries worldwide with 6.700 employees of 40 different nationalities, 14 state-of-the-art plants and 4 innovation centers.

We are part of Yokohama Rubber Co., Ltd., a global leader in the tire industry with 860.5 billion yen in revenues (approx.

6 billion euro), over 28,000 people around the globe and with operations in more than 120 countries. If you have an entrepreneurial mindset, enjoy taking responsibilities and getting things done in the right way, join us! We are plenty of opportunities to grow and develop in a truly dynamic and easy-going environment.

Yokohama TWS is in search of a Customer Service Specialist to join our team in Akron, Ohio!

ABOUT THE JOB :

The Aftermarket Customer Service Specialist for Yokohama TWS is responsible for the delivery of high-quality customer service to internal and external customers supporting the Replacement and / or Original Equipment market.

This individual should strive daily to continuously improve our service standards to these customers by ensuring their product needs are taken care of in a timely and professional manner.

This position maintains "hands on" involvement in the day-to-day customer service activities, which include but are not limited to taking customer calls, entering orders into M3 ERP, analyzing customer forecasts, reviewing inventory reports, and pointing out inventory gaps to our Planning Teams so that we have strong, constant product flow to our OEM customers.

This individual must take a proactive approach to anticipate the needs of our customers and prevent any interruptions in service by developing and interpreting customer forecasts and managing internal supply changes.

This individual must have the ability to interact with members of a team positively and collaboratively, support sales, and be a self-starter working and thinking independently.

KEY RESPONSIBILITIES :

• Learn the range of Yokohama TWS products and utilization (equipment) and apply this knowledge to be our customers’ first choice by providing excellent service.
• Complete order entry for Aftermarket customers accurately and efficiently.
• Navigate and communicate with customers via customer web portals and other internet-based services.
• Participate in customer calls on a daily / weekly basis.
• Support Planning activities with our Planning team to ensure we have products in the pipeline to support the production schedules of our OEM customers.
• Actively participates and contributes ideas in meeting customer service company standards.
• Supports team selling efforts, inquiry follow up, on time delivery, order accuracy, customer satisfaction, etc.
• Maintains inventory accuracy by correcting inventory errors with designated company inventory manager.
• Develops a high level of expertise in our computerized order entry invoicing, and inventory programs. Focus on customer satisfaction and zero defects.
• Develops an expertise for identifying product availability, and product lead times within our company’s capabilities.
• Maintains accurate and organized records of all transactions including orders, credits, returns and account status reports.
• May meet with customers off-site if needed.
• Completes all duties and projects assigned in a timely manner.
• Become cross trained in all segments to assist other departments as needed.
• All other duties and responsibilities as assigned.

QUALIFICATIONS

• Ability to communicate professionally and proficiently through phone and email.
• Must be skilled in Microsoft Office Word, Excel, and Power Point.
• Infor M3 experience is not required but preferred. Must be able to learn new electronic systems quickly.
• Strong organizational skills, attention to detail, the ability to multi-task and follow-through are necessary.
• Ability to solve practical problems and deal with a variety of concrete variables and interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Must be able to read and interpret documents, write routine updates / reports and correspondence, and speak effectively before groups of customers or employees.
• Ability to perform basic mathematical functions.
• Ability to interpret documents and write reports and correspondence.
• Work Schedule :
• Ability to work a weekly schedule consisting of Monday Friday, however, schedule is subject to change and fluctuate due to company needs.
• Must maintain adequate communication with Supervisor regarding unplanned time off and give adequate notice of any scheduled / requested PTO.

EDUCATION and / or EXPERIENCE

• 1-3 years of Customer Service experience.
• High School diploma or equivalent.
• Previous experience working in a manufacturing / warehouse environment preferred.
• Knowledge of industrial tires preferred.

LANGUAGE SKILLS

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to communicate clearly and accurately in English in writing or verbally to co-workers, supervisors, customers, and suppliers in person, email, or via telephone.
• Secondary language required, Spanish.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands may include long periods of sitting and working on a computer.
• Must be able to safely lift up to 25 pounds.
• Work environment will include office and warehouse settings.

BENEFTS

• Medical, Dental, & Vision
• 401K with Company Match
• Company Paid Life Insurance
• Vacation
• Holiday Calendar
• Employee Assistance Program
• Volunteer Programs
• Employee Referral Program
• Professional Development Assistance

If you're ready to make a meaningful impact and grow alongside a dynamic team, seize this opportunity and join us at Yokohama TWS.

Apply now and become part of a Company that values collaboration, expertise, productivity, and ownership.

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