Employment Type: Full-Time
Location: South Bend, Indiana (On-Site)
Hourly, Non-Exempt, Starting at $18 / hour (plus a shift bonus of $2/hour)
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
Customer Service & Support
- 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.
Order & Warranty Processing
- 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.
Collaboration & Administrative Support
- 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.
Why Join Tire Rack?
At Tire Rack, you'll join a team dedicated to delivering outstanding customer experiences while supporting one of the most trusted names in the tire industry. We offer opportunities for professional growth, a collaborative work environment, and the chance to make a meaningful impact on our customers and business every day.
If you're passionate about helping customers, enjoy solving problems, and want to grow your career with a company that values Integrity, Our People, Our Customers, Growth, and Attitude, we'd love to hear from you.
- High school diploma or equivalent required.
- Equivalent combination of education and experience may be considered.
- 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.
- Workdays: Monday through Friday
- Occasional Saturdays and Sundays may be required based on business needs.
- Work Hours: Normal schedule is 10:00 a.m. to 7:00 p.m.
- Additional hours may be required as business needs dictate.
Benefits include paid vacation days and holidays, comprehensive health insurance, optional 401(k) plan, and employee wellness program.
This brief summary of benefits is a guideline only and is subject to change at any time. For complete details, please contact Human Resources.
Vacation Days and Holidays
You will accrue PTO on the last day of each month, for a total of sixteen (16) days per calendar year. Additional days are earned after four years of full-time service per the policy outlined in our employee handbook (maximum 26 days).
You will receive one (1) business day of regular pay for each holiday for which the company closes. The company currently closes for New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day.
Insurance
You will be eligible for health insurance coverage on the first day following the completion of your first thirty (30) days of full-time employment.
Tire Rack also offers voluntary dental, vision, life and AD&D, and disability benefits, which you will be eligible to participate in after thirty (30) days of full-time employment.
401(k) Plan
You will also be eligible to participate in the company's 401(k) plan upon reaching age 21 and completing 1,000 hours of service within the 12-month time-period following your date of hire. Your entry date will be the first day of the month coinciding with or next following the date you satisfy both the age 21 and the hours-of-service eligibility requirements. The company will contribute $1.00 in your name for each $1.00 that you contribute to the Plan, up to a maximum of 6% of the employee's eligible compensation. The company's contribution fully vests after three years of full-time employment.
Employee Wellness Program
The employee wellness program's mission is to establish and maintain a workplace culture that supports the health and positive well-being of all company employees. You will have the opportunity to participate in many events and activities to help you achieve your personal well-being goals.
The core of the wellness program consists of periodic on-site biometric screenings, Employee Assistance Program, Take60 lunch and learn sessions, discounted gym memberships, and volunteer opportunities to give back. Access to program information is provided on our internal wellness website, private Facebook group, and wellness bulletin boards.
