Customer Service Specialist

6 months ago

Montréal, Canada Yokohama TWS - North America Full time

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 support our Interfit team in Montreal, Quebec.

**About the Job**:
The Interfit Customer Service Specialist for Yokohama TWS is responsible for the delivery of high-quality customer service to internal and external customers supporting the Interfit team. 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, and supporting specific customer accounts. 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**:

- Complete order entry and management of Interfit customer orders, work orders, RGA’s and distribution orders accurately and efficiently.
- Maintains accurate and organized records of all transactions including orders, back orders, credits, returns and account status reports.
- Schedule in house and onsite tire and wheel installation.
- Dispatch drivers.
- Schedule freight forwarders for pickup and delivery of product.
- 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. Provide accurate inventory availability and pricing to sales team and customers.
- 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.
- Actively participates and contributes ideas in meeting customer service company standards.
- May meet with customers off-site if needed.
- Completes all duties and projects assigned in a timely manner.
- Assist other departments as needed.
- All other duties and responsibilities as assigned.

**Qualifications**:

- 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.

**Education**/Experience**:

- 1-3 years of Customer Service experience.
- Education-High School diploma or equivalent.
- Previous experience in dispatch, customer service, or sales preferred.
- Previous experience working in a manufacturing/warehouse environment preferred.
- Knowledge of industrial tires preferred.
- Must be bilingual in English and French.

**Physical/Work Environment**:

- Physical demands may include lo

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