Manager, Sales Customer Service

Compensation Data

Company Overview

For more than 70 years, TBC Corporation has been a leader in the mobility industry and one of North America's largest marketers and distributors of automotive replacement tires through wholesale operations. Additionally, TBC responds to the needs of consumers in search of total car care at nearly 470 franchised tire and automotive service centers under the award-winning Big O Tires brand. TBC is headquartered in Palm Beach Gardens, Florida.

With $5 billion in revenue and more than 3,000 employees in the U.S. and Mexico, TBC markets on a wholesale basis to regional tire chains and distributors serving independent tire dealers and with proprietary brands of tires specializing in passenger, commercial, farm and specialty tires. In 2005, TBC Corp. was purchased by Sumitomo Corporation of America (SCOA). SCOA is the largest subsidiary of Sumitomo Corporation, one of Japan's major integrated trading and investment business enterprises. In 2018, Michelin, the largest tire manufacturer in Europe, invested in the company which is now a 50:50, privately held joint venture between Sumitomo and Michelin.

Our values are the foundation of our work, how we interact with each other, and the strategies we employ to fulfill our purpose. These are the practices we use every day - in everything we do:

• Integrity - We act honestly because nothing is more important than our reputation.
• Teamwork - We are better together.
• People-Focused - We put people first - our Associates, customers, franchisees, and partners - and cultivate a respectful, collaborative, and inclusive culture, top to bottom, inside and out.
• Accountability - We own our actions and decisions; we do what we say we are going to do.
• Leave Everything Better - We innovate to improve everything we touch, and we take actions now to protect the future.

Description

The Customer Service Manager is responsible for leading and inspiring Account and Key Account Specialists to deliver outstanding customer service and enhance overall customer satisfaction. This role emphasizes continuous improvement through evaluating workflows and optimizing resolution strategies to ensure seamless interactions with TBC.

With a strong focus on departmental excellence, the manager supports both internal and external customers while aligning team objectives with broader sales and operational strategies.

Success in this role requires a comprehensive understanding of TBCs business ecosystem, including customer call center operations (RDC/LDC), interdepartmental workflows, sales processes, domestic delivery channels, billing systems, ERP platforms, and associated internal technologies.

Responsibilities

• Monitors and measures service metrics and utilize to develop standards, improvements, or changes to process
• Leading and managing a team of account and key account specialists
• Assigning tasks and supervising account and key account specialist interactions
• Generating and assessing both internal and external quality reports for management review
• Collaborating closely with the Sales teams to promptly address any arising issues

Additional Responsibilities

• Make recommendations for changes to products or services based on customer feedback and requests
• Resolve escalated customer complaints or issues in a timely manner
• Stay up to date with industry trends and best practices in customer service
• Collaborate with the Senior Customer Service Manager to ensure alignment with organizational objectives.
• Maintain a results-driven mindset to ensure departmental efficiency, profitability, and elevated levels of customer satisfaction, loyalty, and retention.

Continued Responsibilities

• Oversee the management and execution of team goals to ensure high performance and accountability.
• Lead efforts to improve efficiency and service outcomes within designated customer groups.
• Develop and maintain departmental policies, procedures, training manuals, and team resources related to customer service.
• Assist with onboarding and training of Account and Key Account Specialists.
• Enhance the customer service experience to drive engagement and facilitate organic growth.

Added Responsibilities

• Take ownership of customer issues, following each problem through to resolution.
• Establish and enforce customer support procedures, policies, and best practice standards.
• Recruit, mentor, and develop customer service representatives, fostering an environment of empowerment and excellence.
• Maintain structured workflows aligned with company objectives and executive priorities.
• Perform additional duties as assigned by management.

Qualifications

• Bachelor's degree or 5+ years of customer service experience in a call center or related environment is required.
• Strong working knowledge of Excel, Word, Outlook, PowerPoint, Treadxpress, TIPS, Salesforce, Ring Central / CX, and Microsoft Teams.
• Ability to quickly learn and master new computer skills and processes.
• Excellent organizational, research, and analytical skills.
• Goal-oriented with the ability to meet productivity objectives and deadlines.
• Proven track record in delivering exceptional customer service
• Excellent interpersonal, verbal, and written communication skills.
• Strategic thinking and leadership capabilities.
• Working knowledge of tires and related products (a plus).
• Ability to balance multiple tasks and priorities.
• Effective reasoning, analytical, and problem-solving skills.
• Experience with and working knowledge of SAP.
• Demonstrates the ability to work with minimal supervision.
• Proven aptitude for collaborating with diverse teams and related groups.
• Willingness and ability to travel by car or airplane as needed to develop, train, or coach team members.

Benefits

• Market competitive compensation
• 401(k) and Roth with company match. Immediate 100% vesting
• Comprehensive benefits including medical, dental and vision
• Company paid short term disability and employer subsidized long term disability
• Company paid life insurance
• Discounted tire purchasing
• Tuition reimbursement
• Employee assistance program
• Generous paid vacation and paid time off
• Customizable voluntary benefits
• and More!!!