Customer Experience Specialist, TecAlliance
+ Bonus
Automotive aftermarket data provider
Job no longer available
Automotive aftermarket data provider
501-1000 employees
Job no longer available
+ Bonus
501-1000 employees
Company mission
To help automotive aftermarket players advance their business through the power of standardised data.
Role
Who you are
- The ideal candidate is patient, empathetic, a teacher and an excellent communicator
- Ability and willingness to learn and adapt to new processes
- Familiarity with Confluence and Trello a plus
- Understanding of FTP is advantageous
- Type at least 60 word per minute
- 4 years’ experience in Customer Service
- Software development and/or database management experience
- A bachelor's degree in a related field preferred
- Excellent communication, interpersonal, and organizational skills
- Proficient in Microsoft Office tools (Outlook, Word, Teams, Excel, PowerPoint)
- Knowledge of Auto Care Association standards (ACES/PIES) is a plus
- Ability to work independently and as part of a team
- Ability to see beyond what the customer is saying, as sometimes they do not know how to communicate the problem
- Strong analytical and problem-solving abilities
- Experience with .xml and .xml file processing a plus
- Ability to be a self-starter
What the job involves
- The Customer Experience Specialist will learn our products, teach and assist our customers, provide accurate product and service info, answer questions, and resolve issues our customers may face
- This position is located in US and will report directly to our Director of Customer Service
- We are seeking a work-from-home, customer-oriented experience specialist to join our team
- As a Customer Experience Specialist, you’ll learn our products, teach and assist our customers, providing accurate product and service information, answering questions, and efficiently resolving issues our customers might face and improve their experience with our solutions
- Problem-solving skills are essential, as you’ll troubleshoot and investigate customer inquiries and complaints
- Your goal is to maintain high service standards, respond promptly to customer inquiries, and ensure overall customer satisfaction
- You will have an opportunity to assist and document customer challenges and trouble shoot and test our applications
- You will also need to communicate with the developers to assist them in understanding the issue the customer is facing or that the software is experiencing
- Manage a high volume of incoming email and phone calls
- Identify and assess customer needs and provide solutions to achieve customer satisfaction
- Work with the software developers to help them understand and correct any software defects
- Gain an in depth understanding of our software applications and assist in QA as it relates to the customers you will be supporting
- Document the needs of our customers as they relate to the software they are using
- Manage customer needs
- Manage multiple software application issues and monitor when they will be completed for the customers, all to improve the customer experience
- Navigate various software systems efficiently, including our own internal software applications
- Maintain a high level of organization and multi-tasking as you handle multiple customer requests
- Prioritize given tasks and manage workload efficiently
Our take
If you've ever tried to source a part for a car repair, you'll know it can be a real nightmare. Vehicles are precision instruments, but without standardisation, identifying the exact part you need can be extremely difficult. TecAlliance was founded in 1994 to solve this problem, bringing together parts manufacturers to create a digital catalogue of everything automotive, and has since grown into a leading data analysis and order management platform for the aftermarket automotive industry.
The TecAlliance data hub standardises data for all parts and makes this information readily available for sellers, centralises official repair and maintenance workflows for easy access, and provides automation tools for invoicing and data quality checks. Compared to in-house solutions this represents huge savings in time and labour, and allows for greatly improved customer service. TecAlliance counts numerous major firms among its clients including AutoDoc, Bosch and Shaeffler to name a few.
TecAlliance continues to develop its product with strategic acquisitions, for instance, JNPSoft, a major product information software provider in North America. It is expanding its network of partners and subsidiaries and investing in data research to improve the effectiveness of its product range.
Freddie
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Company benefits
- 💪 Our fixed base salary is paid within 12 salaries and as extra, you have a 3% variable that is based on company performance
- 🌏 Company credit card for travel: whenever you travel a lot you know the struggle. You must advance travel costs. Never do that again. With your company credit card, your cash stays with you if you hand in your expense bill promptly
- 💪 Company pension plan
- 🛡️Group accident insurance
- 🚴♀️ Bike leasing
- 🛒 Discounts on our corporate benefits program with a broad range of partners
- 🍏 in case you work on one of our sites, we offer subsidized meals
- Location-independency & and flexibility stay with us:
- 💯 Full or hybrid Remote: Depending on your location, you can work 80-100% remotely within Germany. However, we have regular on-site team events, and you can work at any of our sites in Germany
- 🚀 Structured Onboarding: you receive an individual onboarding plan, have multiple onboarding days in the beginning, and a wealth of e-learning, training, and documentation besides your team at your disposal
- 👩💻 Set-up: for this, we will provide you with a tailored tech set-up (Dell devices, the standard remote package includes a notebook, 2monitors, headset, mouse + keyboard, docking station)
- 🏖 Vacation: 30 days a year
- ⚖️ Balance job & life: Flexible working hours: you decide where and when you work
- 🎯 OKRs instead of micromanagement: our OKRs ensure that our leadership style is based on results, not the process. In other words, we practice extreme ownership
Company HQ
Munich, Ismaning, Germany
Leadership
Peyter va der Galien
(CEO & Managing Director)Previously the Managing Director of HaynesPro, Vice President of the European Independent Automotive Data Publishers Association, Executive Director of Haynes Publishing Group P.L.C, and was the Director of Sales and Marketing for Europe and the Middle East at Emerson.
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