Consumer Relations Specialist

Nitto Tire U.S.A. is looking to hire a Consumer Relations Representative to provide exceptional customer service to consumers and distributors via phone and email. This position will research and resolve questions, disputes, and warranty-related concerns, ensuring timely, professional follow-through. The Consumer Relations Representative will also accurately enter data into the CRM, process warranty claim submissions, and prepare SAP credit memos. This position is located at the corporate offices in Costa Mesa, CA, and will also work a hybrid schedule.ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:Demonstrate a strong understanding of Nitto’s product line, including features, benefits, warranties, sizing, and applicationsProvide Nitto consumers, retailers, and distributors with a high level of serviceRespond to warranty claims-related complaints and inquiries from customers and dealersProvide warranty information, advice, and assistance per department guidelinesPromote consumer satisfaction through prompt resolution of disputes or warranty claimsMaintain complete records of any dealings with consumers by accurate entries into the Consumer Relations Management (CRM) systemRecommend adjustment policy credits according to department guidelines and initiate appropriate action to retrieve claim tires according to department policiesInform internal inspectors, dealers, and distributors of all adjustment authorizations and specific details needed to complete adjustmentsProcess warranty claims submissionsEnter adjustment claim information in SAP to generate dealer credit memosDocument /track carrier claim shipmentsEssential review of the "checklist" for errorsMaintain retention files in an orderly, easy-to-retrieve mannerOther duties as assigned“Nitto Tire is fueled by enthusiasts and led by passion and innovation. Growing by paving the way into emerging markets, listening and delivering tires that meet the exacting standards of enthusiasts.”EQUAL EMPLOYMENT OPPORTUNITIES POLICYToyo/Nitto provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.Toyo Tire Holdings of Americas, Inc values the contribution each employee brings to our organization. The starting pay will vary based on a number of factors, including, but not limited to education and experience within the job and/or industry. The salary range listed is what we reasonably expect to compensate generally for candidates that meet the specified qualifications and requirements listed on the specific job description. We provide a competitive compensation package along with a robust benefits program to meet your needs.The pay rate range for this position is $23.00 per hour to $25.00 per hourTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Strong conflict resolution and customer service skills with written/verbal skillsEffective writing skills and telephone etiquette, with a sense of urgency and a professional attitude, are essentialDemonstrates a high degree of accuracy, attention to detail, and care in data entryStrong knowledge of SAP, especially in EDI processing, and the Salesforce.com CRM systemAbility to respond to high-volume calls and emailsAbility to follow Company policies and safety guidelinesEDUCATION and/or EXPERIENCEA minimum of an Associate of Arts degree with two (2) years of experience in consumer relations, or equivalent combination of education and related experience required. Bachelor’s degree preferred. Tire or auto parts manufacturer experience in customer service, warranty, technical, and/or consumer relations is highly desired.BENEFITS/PERKSHybrid schedule - 2 days in the office and 3 days remotely from homeMedical/RX, Dental, Vision, Life & Disability Coverage for you and your dependents, effective from your first dayEmployee Assistance ProgramSupplemental Health Ancillary PlansFlexible Spending Accounts (FSA) & Dependent Care FSA401(k) Retirement Plan (Pre-Tax & Roth Options) + company matchPaid VacationPaid Sick LeavePaid HolidaysEmployee Engagement EventsProfessional Development CoursesAnnual performance merit increasesEmployee tire discount after two months of employmentPet Insurance