Aftersales Support Administrator

The Aftersales Support Administrator plays a crucial role in our Call Center team. You bridge the gap between our Call Center staff and our customers. You are the difference between a happy, informed, satisfied customer and a dissatisfied customer who is about to leave a bad review. This position supports our Call Center Customer Service Specialists, T1 Parts and Technical Support Specialists, Call Center Leads, and Senior Technical Leads and all their customer interactions., * Communicate comfortably and confidently over the phone, chat, text, email, and in person(if needed).

• Monitor and manage customer situational requests and resolutions using a ticketing system.

• Monitor and manage support tickets in the ‘Waiting on Customer’ status, engaging with customers to obtain necessary information or actions to advance ticket resolution., * Assist customers with troubleshooting issues related to automotive products, including car lifts, tire changers, and wheel balancers
• Diagnose product problems based on customer inquiries and provide effective solutions
• Enter and track service tickets using Freshdesk or similar customer service systems
• Source repair parts for older products and coordinate with shipping and production teams to ensure timely delivery
• Train and support other customer service team members in product diagnosis and troubleshooting techniques

• Able to focus on the big picture while being passionate about every minute detail.

• An excellent communicator and motivator comfortable working with cross-functional teams.

• Able to carry out the key warehousing activities of receiving, storage, and shipping.

• Able to plan warehouse space requirements and warehouse layout to optimize storage and distribution.

• Ability to meet multiple deadlines, prioritize work, and keep projects moving forward., * Some college preferred. High School diploma, general education degree or equivalent is required.

• 1+ years’ experience in Customer Service, Call Center, Order Processing, or related field

• Excellent knowledge of MS Office, including MS Outlook, MS Word, and MS Excel

• Working experience of relevant computer applications and general Internet use

• Ability to type 45-60 WPM with 95% accuracy.

• Professional communication and oral skills required, most importantly writing and grammar accuracy.

• Working knowledge of ERP programs, SAGE, SAP, ORACLE, INFOR, LAWSON, etc. a plus

• Working Knowledge of customer service ticketing systems, Zendesk, Freshdesk, Jira, etc. a plus

• Working Knowledge of CRM programs, Goldmine, Pipedrive, Salesforce, etc. a plus

A successful candidate will be one with a background in the automotive using car lifts, tire changers, and wheel balancers. This is the vast majority of troubleshooting they will be handling so familiarity on these products will be a great help., * At least 2 years of experience in customer service, order processing, knowledge with automotive or mechanical parts.

• Proficiency in MS Office, especially Word and Excel, with strong data entry skills
• Ability to read blueprints and manuals, with familiarity in automotive equipment such as lifts and wheel balancers
• Excellent written and verbal communication skills in English
• Experience with ERP systems and customer service ticketing platforms