Consumer Relations
The Consumer Relations Representative maintains contact with consumers by telephone and email. The position resolves complaints and coordinates consumer and distributor interactions. This position also involves data entries, processes of warranty claim submissions, and creates credit memos with high accuracy.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.
1. Provide consumers, retailers, and dealers with a high-level of service
Respond to warranty claims-related complaints and inquiries from customers and dealers
Provide warranty information, advice and assistance per department guidelines
Promote Consumer satisfaction through prompt resolution of disputes or warranty claims
Maintain complete records of any and all dealings with consumers by accurate entries into the
2. Consumer Relations Management system
Recommend adjustment policy credits according to department guidelines and initiate appropriate action to retrieve claim tires according to department policies
Inform internal inspectors, dealers, and distributors of all adjustment authorizations and specific details needed to complete adjustments
3. Process warranty claims submissions and freight carrier claims
Enter adjustment claim information in SAP to generate dealer credit memos
Document /track carrier claim shipments
Essential review of checklist for errors
Maintain retention files in an orderly, easy-to-retrieve manner Other duties as assigned
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential
functions.
I. Strong conflict resolution and customer service skills with written/verbal skills
2. Strong knowledge of SAP, especially in EDI processing, and Salesforce.com CRM system
EDUCATION and/or EXPERIENCE
Two-year Associate of Arts degree and a minimum of three years of experience in consumer relations, or equivalent combination of education and experience required.Estimated Salary: $20 to $28 per hour based on qualifications.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.
1. Provide consumers, retailers, and dealers with a high-level of service
Respond to warranty claims-related complaints and inquiries from customers and dealers
Provide warranty information, advice and assistance per department guidelines
Promote Consumer satisfaction through prompt resolution of disputes or warranty claims
Maintain complete records of any and all dealings with consumers by accurate entries into the
2. Consumer Relations Management system
Recommend adjustment policy credits according to department guidelines and initiate appropriate action to retrieve claim tires according to department policies
Inform internal inspectors, dealers, and distributors of all adjustment authorizations and specific details needed to complete adjustments
3. Process warranty claims submissions and freight carrier claims
Enter adjustment claim information in SAP to generate dealer credit memos
Document /track carrier claim shipments
Essential review of checklist for errors
Maintain retention files in an orderly, easy-to-retrieve manner Other duties as assigned
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential
functions.
I. Strong conflict resolution and customer service skills with written/verbal skills
2. Strong knowledge of SAP, especially in EDI processing, and Salesforce.com CRM system
EDUCATION and/or EXPERIENCE
Two-year Associate of Arts degree and a minimum of three years of experience in consumer relations, or equivalent combination of education and experience required.Estimated Salary: $20 to $28 per hour based on qualifications.
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