Job Description

Job Description

Job Description

Kenda Overview
Kenda is a recognized leader in tire/wheel production, with over 12,000 employees worldwide, where quality, honesty, and customer service are core values. This position is an opportunity to be part of a “world-class” organization, with excellent advancement and growth opportunities.

As a global tire manufacturing company with more than 12 000 employees worldwide, Kenda Tire offers advanced tire products for many applications. Headquartered in Taiwan, the company supplies original equipment to many international automotive industries. With tire factories in Taiwan, China, Vietnam, and Indonesia, Kenda is currently ranked in the top 25 tire companies in the world with global sales of approximately US$1.2 billion.

Position Summary:
The Martin Wheel division is a growing manufacturer and importer of tires and wheel assemblies for Lawn and Garden, Agricultural, Industrial, and Trailer applications. Our products are sold to equipment manufacturers as well as through various aftermarket and e-commerce channels.

The Customer Service Supervisor is responsible for overseeing the daily operations of the customer service team to ensure customer satisfaction, quality service delivery, and adherence to company policies. This role involves coaching and mentoring customer service representatives, handling escalated issues, and collaborating with other departments to improve customer experience.

*This is an on-site position at the Tallmadge, OH facility*

Benefits:

• Competitive Salary: We provide a competitive salary based on your qualifications and relevant experience.
• Comprehensive Benefits Package: Enjoy medical, dental, life, accident, critical care, and short-term & long-term disability insurance to protect your health and well-being.
  401K Retirement Program: Save for the future with our 401K plan, complete with employer match.
• Paid Time Off: Benefit from paid holidays, sick days, and vacation time to ensure you maintain a healthy work-life balance.
• Employee Discounts: Take advantage of special pricing on automotive, power sports, and bicycle tires for both personal and professional needs.
• Collaborative Learning Environment: Grow your skills and expertise in a supportive team atmosphere with opportunities for learning and development.
• Relaxed Office Culture: Work in a flexible environment where collaboration and creativity are encouraged.

Education and/or Work Experience Requirements:

• Proven experience in customer service, with at least 1-3 years in a supervisory or leadership role.
• Excellent communication, interpersonal, and conflict resolution skills.
• Strong organizational and time-management abilities.
• Proficiency with customer service software and Microsoft Office.
• Ability to motivate and manage a team in a fast-paced environment.
• High school diploma or equivalent required; associate or bachelor's degree preferred.

Preferred Skills:

• Experience in the Tire industry.

• Familiarity with CRM systems and call center operations.

Essential Duties and Responsibilities:

• Supervise and support a team of customer service representatives in delivering exceptional service.
• Monitor performance metrics (e.g., response time, resolution time, customer satisfaction scores) and provide feedback and coaching.
• Handle Discipline and Performance Plans.
• Handle complex customer issues and escalations in a timely and effective manner.
• Train new staff and facilitate ongoing training for current team members.
• Develop and implement customer service policies, procedures, and standards.
• Create and maintain schedules to ensure adequate coverage.
• Collaborate with other departments (sales, logistics, tech support, etc.) to resolve customer issues and improve processes.
• Prepare reports on team performance and customer feedback for senior management.
• Lead by example in maintaining a positive, customer-focused attitude.

• Other duties as assigned

Knowledge, Skills, and Abilities Required:

• Strong computer and data analytics skills
• Ability to adhere to strict deadlines
• Organizational skills and ability to work in teams
• Strong communication and interpersonal skills
• Knowledge of Microsoft Office

Equal Opportunity Employer (EOE)

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