LSCM Sales Customer Support

Company OverviewWherever you work and whatever role you fill, when you represent the Bridgestone name you know that you are a valued teammate who is part of our larger mission to Serve Society with Superior Quality. We start by offering each teammate more than just a salary. We provide formal training, competitive performance incentives, paid vacation and holidays, healthcare packages for full-time and part-time employees, and a 401k plan to help build your future. We believe people can only provide superior service and quality to others when they are allowed to bring their whole selves to work and know they are supported. We believe in championing all perspectives, individuals and teams because we understand the importance of seeing the world and our business through many different lenses. We are building a team as diverse as the world we serve. So, show us what you are made of. Show us the smart stuff, the tough stuff, the bold, beautiful and brave stuff. Because who you are is what we need. Bridgestone Americas, Inc. is headquartered in Nashville, Tennessee and is the U.S. subsidiary of Bridgestone Corporation headquartered in Japan. Bridgestone Americas and its subsidiaries develop, manufacture and market a wide range of Bridgestone, Firestone and associate brand products to address the needs of a broad range of customers and industries.Position SummaryThis position manages support to our authorized independent US and Canadian dealers and company owned locations for our products in the Commercial Division. This person will be responsible for providing order management services to clients. Activities include helping clients with order quoting, order processing, order fulfilment, order review, order entry, order dispatch & support, etc.It is the key point of contact for customers and field sales representatives for fulfillment of orders, developing solutions for timely resolution of issues and a fulfilment of pre-established standards and policies to achieve customer satisfaction. This role is responsible for critical analysis of the fulfillment process including assessing product availability, determining estimated dates of order fulfillment, and communicating to drive results and long-term solutions to meet customer’s needs. Assigned accounts are proactively managed to communicate with the customers timely on the status of their accounts and anticipating customer needs. May also develop support delivery strategy and related processes, escalation procedures and training. Liaises between customers and technical support, product development, sales and field service to identify opportunities for support delivery improvements, cost reduction and value-add to the customer/client. This is a work-from-home role. However, there is flexibility to come work in our headquarters in Nashville as desired. There are also a few mandatory in-office events a year.Responsibilities• Proactive account management for assigned accounts to support the needs of our customers and Sales representatives with collaborative interactions• Handle multiple priorities and work in a fast-paced team environment• Monitor & track orders to ensure delivery requirements and shipments are being met to the customers’ satisfaction• Evaluate situations and determine the best path of resolution• Analyze and interpret data for customer orders providing timely feedback to the customer and sales representative• Leverage networks and resources available when problems arise to find effective and innovative solutions that maintain relationships without negatively effecting business results• Manage new product launches to increase speed to market and ensure smooth transition• Responsible for learning, effectively using and coaching others on marketing programs and selling tools (Salesforce, customer portal)• Other duties as assigned• High School diploma with relevant experience and/or a minimum of 2-3 years customer support experience in a call center or like environment.• Must have excellent problem solving skills.• SAP experience is a plus.• Salesforce experience is a plus.• Detail oriented and organized.• Team player who leads by example.