Customer Service Representative

Reports To: Customer Service Manager


About Adventurer Manufacturing:


We are a family run business, building outdoor adventure vehicles since 1969. We are here today because of our focus on building a great team, supporting our community, providing premium products, and investing in the adventuring experience.


As our founder Erdman Epp has said, "We are never satisfied until good is better and better is best." Likewise, we are driven by our focus on respect, communication, learning, development, and continuous improvement. Our actions as employees, leaders, and as a company are a testament to our commitment. We are focused on sharing our proud story with our customers, dealers, and team members alike.


Overview:


As we take our business into the next 50 years, we have identified the need to drive our customer experience through delivering seamless touchpoints of experience through high-quality interactions at every step of the customer journey with our brands.


Simply put, the Customer Service Representatives are the torchbearers of a customer-centric culture in an organization that leads to great customer experience.


Adventurer Manufacturing is looking for someone who is passionate about the customer experience who enjoys working in a fast-paced environment. This role involves close collaboration with dealers, service centers, and product owners, assisting customers with concerns, upgrades, and sourcing parts. A successful CSR maintains accurate, and on-time reports and records relative to the customer service department's operation at Adventurer Manufacturing, as well as support of AM Dealer Partners and direct customers. They will ensure that all work orders and customer inquiries are closed on a timely basis. Must conduct themselves in the presence of customers in a manner that reflects our commitment to building a great team, supporting our community, providing premium products, and investing in the adventuring experience in order to ensure exceptional customer experience and establishing our service as a leader in the industry.


Responsibilities:

• Serve as the primary point of contact for customers, dealers, and service partners through phone, email, CRM, and other communication channels.

• Deliver professional, courteous, and timely customer service while upholding company standards for ethics, accuracy, and responsiveness.

• Receive, document, and manage customer questions, concerns, warranty claims, and service requests through resolution.

• Create, maintain, and close work orders accurately within the CRM and service management systems.

• Coordinate communication between customers and Service Technicians to ensure accurate understanding of service needs and repair requirements.

• Translate customer-reported issues into clear and actionable technical information for the service team.

• Provide customers with updates regarding repair status, additional service recommendations, estimated timelines, and associated costs.

• Monitor recurring service issues ("comebacks") and assist in documenting root causes and corrective actions to improve customer satisfaction and product quality.

• Prepare repair estimates including labor, parts, warranty coverage, and applicable charges.

• Process warranty claims, validate supplier coverage, submit required documentation, and follow through to completion.

• Coordinate timely ordering and tracking of replacement and warranty parts in partnership with Procurement and Service teams.

• Manage customer and dealer parts orders including parts identification, order entry, pricing verification, availability review, shipment coordination, and status communication using technical documentation, diagrams, and product knowledge.

• Maintain accurate customer records, equipment information, and service history within company systems.

• Support reporting efforts related to warranty trends, recurring service issues, product quality concerns, and customer experience metrics.

• Maintain organized service records, manuals, bulletins, digital documentation, and department files.

• Utilize CRM, Microsoft Office, and project management software to document activities, track service performance, and support departmental operations.

• Follow all company safety policies and procedures while supporting service and warranty operations.

• Maintain department supply inventory and submit replenishment requests as needed.

• Assist with continuous improvement initiatives focused on customer experience, service efficiency, and operational effectiveness.

• Perform additional duties and cross-functional support activities as assigned by leadership.

• Demonstrate professionalism, integrity, and accountability in all interactions with customers, dealers, vendors, and team members.

• Maintain positive and collaborative working relationships across departments while contributing to a respectful and solution-oriented work environment.

• Deliver a high standard of customer service by prioritizing responsiveness, accuracy, and follow-through.

• Maintain current working knowledge of company products, systems, service procedures, and technical resources through ongoing training and development.

• Support company goals related to customer satisfaction, operational efficiency, product quality, and continuous improvement.

• Represent the company in a professional manner through communication, organization, and workplace conduct.

• Contribute to team success by identifying opportunities for process improvement and supporting business growth initiatives.

• Follow all company policies, procedures, and safety expectations.

• 2-5 years of experience in a customer-facing service, warranty, parts, or support role preferred.

• Strong customer service, interpersonal, and verbal/written communication skills with the ability to build positive relationships with customers, dealers, vendors, and internal teams.

• Ability to professionally manage customer concerns and negotiate resolutions in a calm, solution-oriented manner.

• Strong organizational, multitasking, and time management skills with attention to detail and accuracy.

• Ability to create, maintain, and document records, reports, correspondence, and work orders accurately.

• Proficiency in Microsoft Office Suite, CRM systems, project management software, and general data entry functions.

• Basic math, pricing, and accounting comprehension related to estimates, invoices, warranty claims, and parts orders.

• Mechanical aptitude with the ability to understand technical terminology, diagnose customer-reported concerns, and communicate repair needs effectively.

• Experience identifying service and replacement parts using diagrams, manuals, technical documentation, and product knowledge preferred.

• Knowledge of adventure vehicle, RV, trailer, or related recreational products preferred, or the ability and willingness to learn quickly.

• Prior experience with warranty administration, supplier chargebacks, or vendor claims processing preferred.

• Ability to work collaboratively in a fast-paced environment while adapting to changing priorities and business needs.

• A culture that values opportunities for growth and development.

• Competitive base pay with PTO and paid Holidays.

• Wage: $19 - $22, DOQ

• Comprehensive medical, dental, vision, and life insurance benefit programs.

• Company match 401(k) retirement savings program.