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Sr Customer Support Representative
1 week ago
Senior Customer Support Representative
Company: Bridgestone Americas, Inc.
Location: Nashville, TN
Team: Contact Center
Job Description
The Senior Customer Support Representative plays a crucial role in our business success. They are responsible for processing, monitoring, and tracking orders for their assigned accounts. This role involves working closely with Sales, DC operations, and Supply Chain to maximize order fill rates and reduce backorders on a monthly basis. Additionally, the Senior Customer Support Representative handles inbound and outbound customer calls, fulfills annual training objectives, and provides peer leadership by sharing best practices during monthly team huddles.
Company Overview
Bridgestone Americas, Inc. is the U.S. subsidiary of Bridgestone Corporation, the world's largest tire and rubber company. They specialize in developing, manufacturing, and marketing a wide range of tires to meet the needs of various customers, including consumers, automotive and commercial vehicle manufacturers, as well as those in the agricultural, forestry, and mining sectors. Apart from tires, the company is involved in retreading operations, air springs production, roofing materials, and industrial fibers and textiles. Bridgestone Americas also operates the largest chain of automotive tire and service centers globally, and they are committed to improving how people move, live, work, and play through their global corporate social responsibility initiative 'Our Way to Serve'.
Responsibilities
- Act as the primary point of contact within the Customer Support team for all activities related to assigned accounts.
- Process, monitor, and track orders to align with annual sales goals.
- Evaluate open order reports regularly for potential conflicts due to delivery issues.
- Offer recommendations and solutions for backordered materials.
- Lead new item launches and manage order processing transitions.
- Handle monthly, quarterly, and yearly sales programs, including clearing program orders upon completion.
- Collaborate with account sales teams and management regularly.
- Provide backup support and cross-training for team members and accounts.
- Manage inbound and outbound call volumes in line with department KPIs.
- Participate in training sessions covering various skills, leadership development, and product knowledge.
Qualifications
Bachelor's degree; Associate's degree or equivalent work experience
Intermediate Excel skills
Employee Type
Regular Full-Time
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