Customer Service Representative - Automotive

Job Description

Job Description

Mission Statement

Industrial Injection has been helping hardworking people keep their vehicles and equipment running since 1985. Built on family values and fueled by trust, knowledge, and authenticity, we take pride in doing things the right way-even when it takes more time or costs more. Our mission is to deliver reliable diesel fuel systems, engines, and related services that improve performance, efficiency, and dependability for our customers. We provide honest support, practical solutions, and technical expertise that our customers and dealers can trust. We listen, we educate, and we stand behind our work-because our success is built on the people who depend on us.

Position Summary

The Customer Service Representative – Parts Support is responsible for handling basic customer service, order status, parts availability, call routing, and administrative support tasks that help improve the customer experience and allow Sales Representatives to focus on more complex sales, technical support, and customer needs.

This position serves as an initial point of contact for customers calling about order status, inventory availability, parts ordering, return authorization status, service request setup, and related support needs. The role requires strong communication skills, accuracy, follow-through, customer service judgment, and the ability to gather information, provide updates, and route calls or issues to the appropriate Sales Representative or internal department when needed.

Essential Duties / Key Responsibilities

• Answer incoming customer calls through the assigned customer service or parts support phone queue.
• Assist customers with basic order status questions, tracking information, shipment updates, and related follow-up.
• Check inventory availability on parts and provide accurate information to customers as trained and authorized.
• Enter or assist with basic parts orders according to company procedures.
• Help customers with general parts-related questions and route more technical or complex inquiries to the appropriate Sales Representative.
• Assist with customer callbacks and follow-up communication as assigned.
• Set up service requests or return authorizations based on customer need and company procedures.
• Review return authorization status questions and direct customers to the assigned Sales Representative when appropriate.
• Gather accurate customer information, order details, part numbers, return information, service request information, and call notes.
• Document customer interactions, updates, and follow-up actions in the appropriate system.
• Support Sales Representatives by handling basic customer service tasks, administrative follow-up, and routine information requests.
• Help reduce interruptions for Sales Representatives by resolving basic issues or properly routing calls.
• Coordinate with sales, shipping, warehouse, service, warranty, purchasing, and other internal teams to obtain accurate customer information.
• Follow company procedures for pricing, order entry, returns, service requests, call routing, and customer communication.
• Escalate customer concerns, upset customers, technical questions, warranty issues, or complex sales opportunities to the appropriate Sales Representative or manager.
• Maintain professionalism, accuracy, and urgency when communicating with customers.
• Help identify recurring customer service issues, process delays, or communication gaps and report them to management.
• Maintain organized records, call notes, and follow-up tasks.
• Perform other related duties as assigned.

Core Values / Behavioral Expectations

Employees in this role are expected to work in alignment with Industrial Injection's Core Values and Behavioral Expectations

Safety First: Safety is a fundamental responsibility of every employee. Employees are expected to follow all safety policies, procedures, and OSHA requirements, use required PPE, report unsafe conditions, near misses, and injuries immediately, and never bypass safety controls or procedures.

Accountability: Employees are expected to take ownership of their work, decisions, and results by following instructions, policies, and procedures, accurately reporting time and production, accepting feedback, and demonstrating honesty, integrity, initiative, and problem-solving.

Reliability: Employees are expected to maintain dependable attendance, report to work on time and ready to perform duties, communicate absences or delays promptly, and meet deadlines and production expectations.

Quality Craftsmanship: Work must be performed with precision, expertise, and pride. Employees are expected to meet quality standards and specifications, inspect work for accuracy and completeness, follow technical processes, maintain tools and equipment, and prioritize doing the job right over speed when necessary.

Respect & Teamwork: Employees are expected to contribute to a professional, respectful, and team-oriented work environment by communicating appropriately, working collaboratively, following direction from supervisors, and maintaining a team-first mindset.

QualificationsRequired

• Strong customer service and communication skills.
• Ability to answer phones professionally and communicate clearly with customers.
• Ability to gather accurate information and document customer interactions.
• Ability to follow established procedures for orders, tracking, service requests, return authorizations, and call routing.
• Ability to check order status, tracking information, and inventory availability as trained.
• Ability to work with sales, warehouse, shipping, service, warranty, and other internal teams.
• Ability to manage multiple calls, tasks, and follow-up items throughout the day.
• Ability to remain professional and calm when working with frustrated or upset customers.
• Strong attention to detail and accuracy.
• Basic computer skills, including the ability to use phones, email, order systems, customer records, and related business software.
• Dependable attendance, punctuality, and follow-through.
• Ability to maintain confidentiality and use good judgment with customer, order, pricing, and company information.

Preferred:

• Prior customer service, call center, sales support, parts counter, order entry, or administrative support experience preferred.
• Experience in automotive, diesel, industrial equipment, manufacturing, warehouse, or parts-related environments preferred.
• Experience using ERP, inventory, CRM, phone queue, order entry, or customer management systems preferred.
• Basic knowledge of diesel parts, automotive parts, fuel systems, turbochargers, engines, or related products helpful but not required.
• Experience handling order status, shipment tracking, returns, service requests, or customer follow-up preferred.

Physical Demands / Work Environment

This position works primarily in an office and customer service environment, with regular interaction with sales, shipping, warehouse, service, and other internal departments. The employee may occasionally enter warehouse, production, or shop areas depending on business needs.

Physical demands include:

• Ability to sit, stand, and move throughout the workday.
• Ability to use a computer, keyboard, mouse, phone system, headset, printer, and related office equipment for extended periods of time.
• Ability to communicate by phone, email, and in person throughout the workday.
• Ability to review order information, tracking details, customer records, inventory information, and related documents.
• Ability to occasionally lift, carry, or move items up to 25 pounds.
• Ability to work in an environment with frequent phone calls, customer inquiries, interruptions, and time-sensitive follow-up.
• Ability to occasionally work around warehouse, shipping, production, or shop conditions, including diesel parts, oil, shop noise, forklifts, compressed air, and related industrial conditions.
• Ability to wear required PPE when entering production, warehouse, shop, or other designated work areas.

Schedule / Overtime Expectations

• Standard schedule: Monday through Friday, 8:00 a.m. to 5:00 p.m.
• Overtime and weekend work may be required based on production demands.
• Regular and reliable attendance is an essential requirement of the position.

Disclaimer

This job description is intended to describe the general nature and level of work performed in this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Duties may be changed or assigned at any time based on business needs.