Accessories Customer Support Specialist

Job description

Description

The Role

The Accessories Customer Support Specialist within Tesla’s Global Service Team, is responsible for customer service as it pertains to our online accessories store. The role will also support operational activities for the Aftermarket Accessories Program. This position reports to the Accessories Order Admin Manager.

Responsibilities for the role include but are not limited to:

·Responding to customer inquiries via phone and email with the utmost professionalism, courtesy, and timeliness.

·Reviewing customer emails for order change requests and updating as necessary.

·Contacting customers whose orders contain backordered items and providing ETAs.

·This role will track the nature of customer inquiries and report at the end of each week/month.

·De-escalation and resolution of customer service issues. This role represents the company and the accessories program, thus conduct must be customer-centric, ethical, and empathetic while acting in accordance with the highest standards of Tesla.

·Return processing; this entails learning the current process and working on the execution of a streamlined version. Customers will be sent return labels, and the status of their return shipment must be tracked. This role will liaise with the MRB inspectors team to ensure returned goods are in acceptable condition.

Secondary Responsibilities:

·Assisting Service Centers and other internal teams with their accessories related requests.

·Reporting customer inquiry volume and assisting with sales report generation.

·Supporting the warehouse fulfillment team as necessary.

·Providing hands-on support as necessary during product/systems development, initial launch, and on-going activities.

Skills/Qualifications: Customer service, problem de-escalation, direct marketing, project coordination, process improvement, initiative, and a relentless work-ethic.

Qualifications:

·Bachelor's degree in a relevant area of specialty, or equivalent experience with examples of exceptional ability.

·2 years of relevant job experience, preferably in the automotive, customer service, or consumer product industry.

·Proficiency in Microsoft Excel, Word, PowerPoint, and Outlook.

·Strong communication, organization, and documentation skills

·High proficiency and practical working experience with online retail operations

·The ability to research information, solve challenging problems, and coordinate projects under tight timing constraints.

·The ability to manage and prioritize deliverables with minimal direction.

·Experience with website design/e-commerce a plus

·Additional languages a plus

Tesla Motors is hiring highly qualified and dedicated individuals. Our hiring bar is high to keep our team size small, so each member of our team must be among the most technically gifted in their field.

Here are some other hiring criteria:

• You must have a genuine passion for the Tesla brand and our products.
• You must want to work in a fast-paced, entrepreneurial company

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