“This call center was devised to allow both phone and B2B website orders to be handled by skilled, full-time operators, whose sole function is to focus on taking our customers' orders without being involved or distracted by the shipping and receiving activities.”
Flynn's Tire operates warehouses in Carnegie, Greensburg and Mercer, Pa., and Solon, Ohio, all of which were upgraded recently with an inventory management system that allows real-time management of the company's inventory in one consolidated program, it said. This system is fed into the new call center, where operators can place orders based on the actual inventory status.
“By consolidating our order processing personnel into a single call center, we are able to provide our accounts with more convenient, extended hours, as well as continuous coverage at all times throughout the day,” Mr. Fitzgerald said. “…This structure change along with new call center technology should really assist us in being responsive to what our customers are looking for.”
Mark Munnell is supervising call center operations for Flynn's. Some of the dealership's warehouse and retail employees, including Jim Sherer, Frank Conti and Kory Miller, have begun working at the call center along with several new hires, Mr. Fitzgerald said.
Flynn's Tire said customers can reach the call center by calling “the toll free number they have been calling for years,” as all of the company's warehouse numbers are being automatically routed.
Flynn's Tire Group, established in 1964, is a family-owned business based in Mercer County, Pa. The company, which celebrates its 50th anniversary in 2014, operates 29 retail, wholesale and commercial locations and distributes tires to wholesale customers throughout western Pennsylvania, east/central Ohio and parts of New York, Maryland, Virginia and West Virginia.