Program Success Specialist

Are you looking for an opportunity to turn your ambition and your people skills into a rewarding career with an industry leader? Join our team at American Tire Distributors! As the nation's premier tire distributor, ATD’s coast-to-coast distribution network provides approximately 80,000 customers across the U.S. and Canada with rapid and frequent delivery of high quality tires, custom wheels and shop supplies. 

   

Position Description: 

The Program Success Specialist is responsible for the overall success of program dealers. This role regularly engages with dealers, collaborates with Field Sales, and maintains timely records to ensure dealers reach monthly, quarterly, and annual compliance objectives

Key Responsibilities

• Assist leadership with coordination of special projects, as needed
• Collaborate with Field Sales as appropriate
• Develop and nurture relationships with dealer locations to foster long-term partnerships and maximize customer retention.
• Engage with dealers based on established calendar to educate them on program benefits and program compliance status
• Ensure continued education on all ATD programs and product offerings
• Identify opportunities for sales growth and effectively communicate these opportunities to dealer locations.
• Manage customer data via company CRM
• Own the overall success of program dealers, ensuring that they reach monthly, quarterly, and annual compliance objectives.
• Resolve complex queries from internal or external customers or suppliers, escalating the most complex issues to the appropriate department
• Understand the dealer business challenges which are roadblocks in reaching their goals

Competencies

• Action-Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Adaptive Mindset - Adapts existing tools and techniques to existing situation~Adapts to changing goals / objectives~Entrepreneurial spirit~Focuses on simplicity when addressing the customer
• Balances Stakeholders - Anticipating and balancing the needs of multiple stakeholders.
• Builds Customer Loyalty - Ability to make every customer interaction positive; Balances appropriate focus on tasks and service, Collaborates with team members to best serve customers, Demonstrates respect for the customer, Describes impact of customer experience, Empathizes with customers, Explains customer experience and related loyalty metrics, Focuses on simplicity when addressing the customer, Identifies important interaction points with customers, Leverages available resources to meet customer needs, Provides solutions to the customers' problems, Recognizes importance of customer loyalty, Services diverse customers, Takes responsibility for addressing customer concerns
• Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Compliance Management - Ability to plan, organize, control, and lead activities that ensure compliance with relevant laws and standards.
• Customer-Focused Approach - Keeps customer at center of sale~Collaborates with customers~Elevates partner insights~Uses common terminology
• Decision Quality - Making good and timely decisions that keep the organization moving forward.
• Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Navigates Customer Challenges - Listens nondefensively to angry/upset customers~Defuses customer tension~Explains and addresses customer issues~Offers appropriate goodwill gestures~Keeps promises made to the customer~Prepares for commonly encountered customer challenges~Assists multiple customers simultaneously
• Nimble Learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
• Planning & Organizing - Ability to plan, organize, prioritize and oversee activities to efficiently meet objectives.
• Plans & Aligns - Planning and prioritizing work to meet commitments aligned with organizational goals.
• Sales Planning and Coordination - The ability and skill to plan and coordinate effective sales campaigns and initiatives in order to achieve optimum returns.
• Service Into Sales - Ability to recognize sales opportunities during service interactions to enhance overall customer service; Presents products and solutions in a compelling way, Recognizes clues for added needs, Refers added customer needs to appropriate team, Transitions from service to sales conversation
• Strengthens Customer Connections - Connects on a personal level~Demonstrates a willingness to help customers~Chooses customer-focused words and phrases~Acknowledges what the customer says~Affirms the customer's choices~Appreciates what the customer does~Assures the customer of the organization's commitment~Transitions a customer to another service provider~Avoids technical or industry-specific jargon
• Verbal Communication - Ability to express ideas, request actions, formulate plans, & policies by means of clear and effective verbal communications.

Qualifications

• High School or GED degree
0-2 years of related experience preferred

Skills

• MAINTAINED_SKILL-3-5096
• Builds Customer Loyalty
• Communicates Effectively
• Customer-Focused Approach
• Drives Results
• Manages Complexity
• MAINTAINED_SKILL-3-5222
• Navigates Customer Challenges
• Sales Planning and Coordination
• Service Into Sales
• Strengthens Customer Connections
• Situational Adaptability
• Verbal Communication
• Customer focus
• Plans and aligns
• Planning and Organizing
• Collaborates
• REMOTE_SKILL-1-105516
• REMOTE_SKILL-1-245302

Physical Demands/Working Conditions

Physical Demands Category:



Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.

Build a challenging and rewarding career with us!

American Tire Distributors is an Equal Opportunity Employer and Drug Free Workplace

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