Job Description
Job DescriptionDescription:
Why This Role Matters
The Customer Service Representative (CSR) plays a critical role in protecting the customer experience and supporting revenue within the off-road performance industry. This position serves as a key point of contact for dealers, distributors, and end users who rely on our suspension and off-road products. Success in this role directly impacts customer retention, operational efficiency, and brand reputation in a highly passionate and product-driven market.
Who This Role Is a Good Fit For
- Professionals who thrive in a high-volume environment and enjoy solving problems
- Individuals with an interest in off-road vehicles, suspension systems, or automotive performance products
- Detail-oriented team players who take pride in accuracy and follow-through
- Strong communicators who are confident on the phone and in writing
- Individuals who can prioritize, stay organized, and manage multiple tasks simultaneously
Who This Role Is Likely Not a Fit For
- Those who prefer slow-paced or low-interaction roles
- Individuals who struggle with multitasking or meeting deadlines
- Those uncomfortable with frequent phone communication
- Candidates with no interest in automotive or off-road products
- Individuals who prefer working independently without cross-functional coordination
Key Responsibilities
- Answer incoming calls and make outbound calls to address and resolve customer inquiries and concerns related to off-road and suspension products
- Handle warranty questions, return goods authorizations (RGAs), call tags, and e-catalog matters
- Support dealers and customers with product information, order status updates, and technical coordination as needed
- Create and maintain internal company reports including sales spreadsheets, returns documentation, international shipping documents, and UPS tracking information
- Review records, correspondence, and related documentation to resolve issues accurately
- Follow up with customers to ensure full resolution and satisfaction
- Communicate and coordinate with Shipping/Receiving, Accounting, Purchasing, and other departments to address customer requests
- Apply company policies and procedures consistently when resolving customer issues
- Maintain accurate data entry and documentation within internal systems
Requirements:
Required Qualifications
- High school diploma or equivalent
- Minimum 1 year of customer service experience in a medium or large organization
- Proficiency in Microsoft Office (Excel, Outlook, Word)
- Experience working within an ERP system
- Experience using a CRM system
- Strong organizational, communication, and problem-solving skills
- Exceptional phone etiquette
- High level of accuracy and attention to detail
- Ability to prioritize and manage multiple assignments while meeting deadlines
- Comfortable using computer systems, 10-key, telephone, copier, and other standard office equipment
- Ability to work in a fast-paced environment with occasional overtime
Preferred Qualifications
- Experience in the automotive, powersports, or off-road performance industry
- Familiarity with suspension systems, lift kits, shocks, or related off-road components
What Success Looks Like in the First 90 Days
- Demonstrates a strong understanding of company products, policies, and procedures
- Develops working knowledge of off-road suspension and related product lines
- Handles customer inquiries independently with minimal escalation
- Maintains accurate documentation and reporting
- Builds effective working relationships with cross-functional teams
- Contributes to improved response times and customer satisfaction
Why Work Here
We operate in the off-road performance space — an industry driven by innovation, craftsmanship, and a loyal enthusiast community. If you enjoy working around high-performance vehicles, suspension systems, and customers who are passionate about their builds, this is an opportunity to be part of a team that takes pride in quality and service.
Physical / Work Environment
This role is primarily office-based. The position requires extended periods of sitting, frequent computer use, and consistent phone communication. Occasional overtime may be required to meet business demands.