Wholesale Customer Care Specialist I PT

About the Role

The Wholesale Customer Care Specialist I plays a key role in supporting Tire Rack's wholesale tire business by delivering exceptional service to customers, dealers, and manufacturer partners. This position serves as a frontline resource for customer inquiries, warranty processing, order support, and issue resolution while ensuring a positive customer experience.

The ideal candidate is customer-focused, detail-oriented, and thrives in a fast-paced environment. This role requires strong communication skills, problem-solving abilities, and a commitment to providing accurate information and timely support across multiple communication channels.

At Tire Rack, we operate with the values of IOOGA — Integrity, Our People, Our Customers, Growth, and Attitude.

What You'll Do

• Respond to customer inquiries via phone, email, and warranty submissions in a professional and timely manner.
• Provide accurate information regarding orders, products, policies, and procedures.
• Resolve basic customer concerns and complaints while maintaining a positive customer experience.
• Monitor and manage call tags, hold tickets, and general customer service inbox communications.
• Process replacement orders, returns, refunds, and exchanges in accordance with company policies and procedures.
• Coordinate with tire manufacturers and dealers to gather documentation and information required for warranty claims.
• Prepare rebate submissions and assist with warranty-related administrative processes.
• Track customer order deliveries and return shipments to ensure timely resolution and communication.
• Support cross-functional teams with miscellaneous administrative and operational tasks.
• Maintain accurate records and documentation related to customer interactions and warranty processing.
• Assist with departmental initiatives and projects as assigned.

What We're Looking For

• Minimum of one (1) year of experience in a call center, customer service, or e-commerce environment.
• General knowledge of Microsoft Office applications.
• Strong customer-service mindset with a commitment to delivering exceptional experiences.
• Excellent verbal and written communication skills.
• Effective problem-solving, active listening, and negotiation abilities.
• Strong attention to detail and organizational skills.
• Ability to manage multiple priorities and work efficiently in a fast-paced environment.
• Demonstrated initiative and willingness to learn new systems and processes.
• Ability to quickly adapt to changing priorities and technology.
• High school diploma or equivalent required. Equivalent combination of education and experience may be considered.

Schedule

• Work Days: Monday through Friday
• Work Hours: Normal schedule is 9:00 a.m. to 2:30 p.m.