Customer Support Specialist

Vogue Tyre and Rubber Company Customer Service Specialist

Position Reporting To VP Operations

Summary/Objective

The Customer Service Specialist is responsible for delivering exceptional customer service and operational support across all business units. This role serves as the primary liaison between customers, sales, logistics, and supply chain teams to ensure efficient order management, timely communication, and superior customer experience.

The successful candidate will manage customer orders, incoming inquiry emails, customer complaints, returns, allocations, invoices, reporting, and account maintenance. This role requires consistent follow-up on open customer issues, accurate communication, and support for continuous improvement initiatives that enhance customer satisfaction, order fill rates, and operational effectiveness.

Essential Functions

Customer Service & Relationship Management

• Monitor customer service inboxes daily; respond promptly and professionally to inquiry emails, phone calls, and other customer communications.
• Provide accurate information regarding products, pricing, inventory availability, orders, warranties, and company services.
• Resolve customer concerns, complaints, and service issues in a timely and professional manner.
• Track open inquiries and complaints through resolution, communicate status updates, follow up with customers, and escalate urgent or unresolved matters as needed.
• Receive, document, and investigate customer complaints and service issues, including order, delivery, billing, and product-related concerns; coordinate appropriate resolutions.
• Meet or exceed established customer service performance metrics and response time expectations.
• Deliver a customer experience that reflects the premium reputation of the Vogue brand.

Order Management & Administration

• Process customer orders, returns, exchanges, and order modifications accurately and efficiently.
• Execute administrative tasks associated with EDI order processing and customer order management.
• Transfer and release customer orders for fulfillment while ensuring all requirements and approvals have been completed.
• Monitor and manage allocations, back orders, cancellations, and order changes.
• Maintain customer account information, ship-to locations, contacts, pricing, and related records.
• Support new customer account setup and dealer onboarding activities.
• Ensure customer information, shipping requirements, and documentation are maintained accurately within company systems.
• Support Custom Center order administration and related customer communications as needed.

Warranty Administration

• Receive, review, and process customer warranty claims.
• Collect and organize supporting documentation and claim information.
• Coordinate claim reviews with internal departments.
• Communicate claim status and resolutions to customers.
• Maintain accurate warranty records, documentation, and reporting.
• Assist with product returns and issue resolution.

Operational Support

• Serve as a key point of contact between customers, sales, logistics, warehouses, supply chain teams, and internal departments.
• Monitor order status and proactively communicate updates regarding inventory availability, shipment schedules, delays, and other service-related matters.
• Assist with product setup and ERP system maintenance activities as needed.
• Provide administrative support related to vendor purchase orders and inventory-related documentation as required.
• Monitor order fulfillment performance and communicate service concerns to appropriate internal teams.
• Support cross-functional initiatives that improve customer satisfaction and operational effectiveness.

Reporting & Continuous Improvement

• Prepare and distribute customer reports, sales reports, dashboards, and operational updates as required.
• Maintain accurate records of customer inquiries, complaints, resolutions, account information, and transactions.
• Identify opportunities to improve customer service processes and operational efficiency.
• Participate in cross-training initiatives to provide departmental coverage during vacations and absences.
• Support special projects and other duties as assigned.
• Perform additional duties as required.

Travel

• None

Qualifications

• Post-secondary education in Business Administration, Supply Chain, Marketing, Commerce, or equivalent work experience.
• Minimum 35 years of experience in customer service, customer support, order management, or a related role.
• Experience within the tire, automotive, distribution, manufacturing, or wholesale industries is considered an asset.
• Experience using ERP systems (SAP ERP or similar) preferred.
• Experience with CRM systems is an asset.
• Strong proficiency with Microsoft Office Suite, particularly Outlook, Excel, Word, and Teams.
• Demonstrated ability to manage multiple customer accounts and priorities simultaneously.

Skills & Qualifications

• Strong customer service orientation with a commitment to delivering exceptional customer experiences.
• Excellent verbal and written communication skills.
• Strong organizational and time management abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• High attention to detail and accuracy.
• Strong problem-solving and conflict-resolution skills.
• Ability to work collaboratively across departments and build positive working relationships.
• Professional, approachable, and customer-focused demeanor.
• Strong analytical skills and ability to interpret customer and operational data.
• Positive attitude, adaptability, and willingness to learn.