Customer Service Representative

Description

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, empathy, 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.