The posting
Are you looking for an opportunity to turn your ambition and your people skills into a rewarding career with an industry leader? Join our team at American Tire Distributors! As the nation's premier tire distributor, ATD’s coast-to-coast distribution network provides approximately 80,000 customers across the U.S. and Canada with rapid and frequent delivery of high quality tires, custom wheels and shop supplies.
Position Description:
The primary responsibility of the Distribution Center Support Coordinator is proactive prevention of customer disruption. In the event a failure is not caught by the proactive process, the DSC is responsible for the creation of consistent and timely communications of product delays for the customers and sales team to ensure customers are informed and armed with solutions related to delivery/inventory failures.
Key Responsibilities
- Collect and deposit funds at the Distribution Center in collaboration with designated payment receivers. Handle cash, checks, and credit card processing securely and according to policy.
- Communicate product delays to sales teams and directly inform customers when Supply Chain Operations encounter errors preventing scheduled deliveries. Generate reports, communicate effectively, and strategize solutions.
- Ensure the facility maintains adequate supplies to support operational needs efficiently.
- Ensure timely processing and payment of vendor invoices for services rendered.
- Ensure timely processing of customer orders and notify appropriate partners to escalate concerns proactively. Generate reports, compose communications, and plan actions to resolve issues promptly.
- Execute resolutions promptly when errors occur during customer delivery. Manage real-time phone escalations and respond promptly to system ticketed items.
- Identify and correct errors in deposits made by drivers promptly and accurately throughout the day.
- Manage customer service and operations within the CPU area based on distribution center volume; prioritize excellent customer service and operational efficiency.
- Manage documents via various systems, adhering to document management practices consistently.
- Verify and complete daily processes outlined in the Day-In-Life document; ensure accuracy and compliance with operational procedures.
Competencies
- Action-Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
- Builds Customer Loyalty - Ability to make every customer interaction positive; Balances appropriate focus on tasks and service, Collaborates with team members to best serve customers, Demonstrates respect for the customer, Describes impact of customer experience, Empathizes with customers, Explains customer experience and related loyalty metrics, Focuses on simplicity when addressing the customer, Identifies important interaction points with customers, Leverages available resources to meet customer needs, Provides solutions to the customers' problems, Recognizes importance of customer loyalty, Services diverse customers, Takes responsibility for addressing customer concerns
- Builds Rapport - Quickly and effectively establishes trust within the buying centers in the client's organization.
- Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- Customer-Focused - Building strong customer relationships and delivering customer-centric solutions
- Customer-Focused Approach - Keeps customer at center of sale~Collaborates with customers~Elevates partner insights~Uses common terminology
- Decision Quality - Making good and timely decisions that keep the organization moving forward.
- Ensures Accountability - Holding self and others accountable to meet commitments.
- Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
- Masters Service Conversations - Ability to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close.
- Navigates Customer Challenges - Listens nondefensively to angry/upset customers~Defuses customer tension~Explains and addresses customer issues~Offers appropriate goodwill gestures~Keeps promises made to the customer~Prepares for commonly encountered customer challenges~Assists multiple customers simultaneously
- Optimizes Work Processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
- Service Into Sales - Ability to recognize sales opportunities during service interactions to enhance overall customer service; Presents products and solutions in a compelling way, Recognizes clues for added needs, Refers added customer needs to appropriate team, Transitions from service to sales conversation
- Strengthens Customer Connections - Connects on a personal level~Demonstrates a willingness to help customers~Chooses customer-focused words and phrases~Acknowledges what the customer says~Affirms the customer's choices~Appreciates what the customer does~Assures the customer of the organization's commitment~Transitions a customer to another service provider~Avoids technical or industry-specific jargon
Qualifications
- High School or GED degree Associates.
Skills
- Builds Customer Loyalty
- Builds Rapport
- Customer-Focused Approach
- Navigates Customer Challenges
- Masters Service Conversations
- Service Into Sales
- Strengthens Customer Connections
Physical Demands/Working Conditions
Physical Demands Category: Office
Physical Demands/Work Environment/Travel Requirements: • Physical demands: While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance, stoop, kneel, crouch or crawl; talk, hear, taste and/or smell; the employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. • Work environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate. • Travel required: As required by the position.
Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.
Build a challenging and rewarding career with us!
American Tire Distributors is an Equal Opportunity Employer and Drug Free Workplace
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