Customer Service Representative

Customer Service Representative

The Customer Service Representative will be responsible for providing outstanding customer support by addressing customer inquiries, processing orders, and resolving issues in a timely and efficient manner. This role requires strong communication skills, a customer-first attitude, and the ability to manage multiple tasks simultaneously in a fast-paced environment. This is a hybrid position that requires at least two days onsite at our corporate office in Bedford Park, IL.

Essential Duties and Responsibilities:

• Handle all incoming calls and email inquiries promptly and professionally, providing accurate information about products, services, and order status.
• Accurately enter and manage customer orders in the systems and ensure all details are correct, and follow up with customers as needed.
• Address and resolve customer complaints and issues, including order discrepancies, shipping delays, and product returns. Escalate complex problems to the appropriate department or manager.
• Understand our products inside out and keep records of customer interaction, transactions, comments, and complaints.
• Work collaboratively with colleagues and other departments to ensure smooth order fulfillment and customer satisfaction.
• Gather customer feedback and provide insights to the CSR manager to help improve products, services, and processes.
• Stay up to date with product knowledge, industry trends, and best practices in customer service.
• Other duties may be assigned.

Core Responsibilities:

• Safety First - Do The Right Thing - Win as a Team - Focus on the Customer - Act with Urgency - Drive Results
• Approach challenges with a problem-solving mindset, seeking creative and effective solutions.
• Always follow all company Environmental and Safety policies and procedures.
• Treat everyone with respect and dignity, valuing diverse perspectives and experiences.
• Approach each customer interaction with a can-do attitude and enthusiasm.
• Act with honesty, transparency, and ethical behavior in all dealings and maintain the highest standards of integrity.

Requirements

Educational Qualification, Knowledge, and Skills:

• High School Diploma, associate degree, or equivalent required
• 2+ years of experience in customer service, preferably in a distribution or related industry.
• Bilingual English and Spanish preferred but not required.
• Exceptional organizational capabilities and track record for handling multiple tasks simultaneously.
• Highly organized and comfortable working with Microsoft Office Suite: Word, Excel, PowerPoint, and Outlook.
• Possess excellent written and verbal communication and interpersonal relationship skills to collaborate with diverse teams.
• Ability to adapt to a fast-paced, ever-changing environment.
• Possess a positive and friendly attitude and outgoing demeanor.
• Automotive Industry experience is highly preferred, but not required

Company Overview:

PowerStop is a market leader in the aftermarket automotive brake industry, holding a dominant share of brake kit sales across all major online retailers and delivering unmatched omnichannel operational capabilities. The company's core offerings include complete brake kits sold through leading e-commerce platforms such as Amazon, RockAuto, and AutoZone, as well as brake components and accessories distributed through the traditional warehouse distributor channel. Unlike traditional brake suppliers, PowerStop was built in the online marketplace and pioneered the concept of a complete brake kitpackaged with all necessary parts and hardware for a seamless replacement or upgrade. Today, more than 70% of the company's revenue is generated from online channels. PowerStop's leadership position is driven by its consumer-centric kit solutions, strong brand presence, and operational excellence. In addition, the company has established itself as a trusted partner to warehouse distributors through best-in-class fulfillment, product quality, and customer service.

Equal Opportunity Employer:

All qualified applicants will receive consideration for employment without regard to race, age, color, religion, sex, sexual orientation, gender identity, disability, veteran status, or national origin.