Job Title: Customer Retention Specialist

Department: Sales

Reports To: Sales Manager

Position Type: Full-time 

Position Classification: Non-Exempt

Supervisory Responsibility: None

Job Description

The Customer Retention Specialist handles post sale contact with customers who have purchased items with issues preventing the order from being able to ship. Solutions are geared towards problem solving issues on orders and avoiding negative experiences.

Job Duties

• Proactive Customer engagement- Making contact with customers within 24 hours of their purchase by phone, sms and email to notify them of an issue with items they ordered.
• Work with customers to provide solutions to get their order moving.
• Act as a specialist in solving order issues, aiming to turn negative experiences into loyalty opportunities.
• Collaborate with customer service and sales to help enhance the overall customer experience.
• Utilize tools such as the CRM, Order Management and Phone System.

Knowledge, Skills, and Abilities

• Excellent communication skills, both verbal and written
• Strong active listening skills
• Ability to create, implement and maintain processes
• Ability to maintain a professional and calm demeanor
• Strong organizational skills and attention to detail
• Ability to enhance the customer experience
• Ability to maintain good customer relations
• Proficiency in the use of CRMs, Microsoft Office, typing and VOIP phone systems
• Strong sales, customer service and negotiation skills

Minimum Requirements

Education 

• High School Graduate or General Education Degree

Experience

• At least 2 years of sales or customer service experience 
• Knowledge of the aftermarket automotive/performance vehicle parts industry, preferred
• Previous call center/eCommerce experience preferred

Position Type/Expected Hours of Work

This is a full-time position, Monday through Friday.

Expectations

• Location: Onsite - Gilbert, AZ  

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.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms; with occasional lifting.

When possible, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.

 SD Wheel is an Equal Opportunity Employer and does not make employment decisions on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other characteristics protected by law.