Technical Services Administrator

• Job Title - Technical Services Administrator
• Job Function - Customer Service, Data Entry, Clerical Duties
• Report to - Department Manager

Responsible for regularly interacting with customers by phone and email regarding company products and warranties. The position receives and answers simple to complex customer inquiries and complaints for all Hankook products through knowledge of products, usage, and warranty programs, all while practicing best customer service skills and logging call information. The position also regularly inputs data and information into SAP for claim processing. Other clerical duties (filing, mailing, etc.) as assigned. 

• Receives and answers simple to complex customer inquiries for all Hankook products through knowledge of products, usage, and warranty programs, logging call information
• Process customer's complaints, providing the appropriate resolutions for each case, logging notes for any case
• Researches and obtains resolution of a variety of customer inquiries and complaints, actively following up with parties involved in any case, logging notes
• Input and research claim data in SAP
• Any other duties/responsibilities as assigned by management

• Performs routine assignments in the entry level to a professional role
• Uses existing procedures to solve routine or standard problems; receives instruction, guidance and direction from others

• Professionalism
• Great customer service skills demonstrating courtesy, friendliness, and helpfulness
• Strong communication skills, verbal and written
• Organizational skills
• Good attention to detail
• Well-developed interpersonal skills
• Proficient in Microsoft Office (Outlook, Excel, Teams, Word & Power Point)

• High school diploma, GED or equivalent
• Customer service experience (2+ years)
• Strong oral and written communication ability
• Must be able to work in a result-oriented, fast-paced environment as part of a team
• Intermediate to advanced Microsoft Office capabilities preferred (Outlook, Excel, and Teams)
• Typing at 40+ wpm preferred
• Some tire/automotive industry experience preferred
• Higher education preferred
• Call center experience preferred
• Works primarily in a general office environment ; May occasionally travel to other business locations.
• Primarily works normal office hours, e.g. 8am - 5pm but must be willing and able to work day or night shifts, weekends and extended hours as occasionally required
• Extended periods of sitting at a desk and working on a computer
• Frequent walking and standing, visual contact and hearing
• Must be able to lift up to 15 pounds at at time