Customer Service Associate

JobID: 1979

Category:

JobSchedule: Full time

Posted Date: 2026-07-17T13:29:44+00:00

JobShift:

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Key Responsibilities

Returns Management

* Manage and process aftermarket customer return requests, including RMAs, credits, replacements, and return authorizations.

* Review return requests for accuracy, eligibility, documentation, and compliance with Brembo return policies.

* Coordinate with customers, sales teams, warehouse operations, quality, and finance to ensure timely resolution of returns.

* Track return status from request through final disposition.

* Identify recurring return issues and communicate trends to internal teams for corrective action.

* Support root cause analysis related to incorrect shipments, damaged goods, warranty concerns, cataloging issues, or customer order errors.

* Maintain accurate return records and reporting within ERP, CRM, or other internal systems.

* Help improve return processes to reduce cycle time, improve visibility, and enhance customer satisfaction.

E-Commerce Support

* Support daily e-commerce order flow, including order review, processing, tracking, and issue resolution.

* Work with internal teams and external customers to resolve e-commerce order discrepancies, shipping issues, payment or credit questions, and product availability concerns.

* Monitor customer portals, online order platforms, and marketplace-related activity where applicable.

* Ensure product, pricing, availability, and order data are accurate across relevant systems.

* Assist with e-commerce customer onboarding, portal navigation, and order support.

* Partner with sales, customer service, product management, and supply chain teams to improve the digital customer experience.

* Help identify opportunities to streamline order processing, improve response times, and reduce manual work.

Customer & Internal Support

* Serve as a key point of contact for assigned customers regarding returns, e-commerce order issues, and aftermarket service inquiries.

* Provide timely, professional, and accurate communication to customers and internal stakeholders.

* Support sales team members with customer follow-up, account issue resolution, and order/return visibility.

* Collaborate with product management on fitment, catalog, and application-related questions.

* Work closely with logistics and warehouse teams to resolve shipping, receiving, and inventory concerns.

* Assist finance with credit memo support, deduction research, and return-related documentation.

Reporting & Process Improvement

* Prepare regular reports related to returns, credits, e-commerce order issues, and customer service metrics.

* Track KPIs such as return cycle time, open RMA aging, credit processing time, order issue resolution, and customer response time.

* Identify process gaps and recommend improvements to increase efficiency and customer satisfaction.

* Support continuous improvement initiatives within the Aftermarket organization.

* Maintain organized records, documentation, and standard operating procedures for returns and e-commerce support activities.

Required Qualifications

* 2+ years of experience in automotive aftermarket, customer service, returns management, e-commerce operations, order management, or related field.

* Strong understanding of automotive aftermarket customers, distribution channels, and order fulfillment processes.

* Experience working with ERP, CRM, customer portals, or order management systems.

* Excellent communication, follow-up, and problem-solving skills.

* Strong attention to detail and ability to manage multiple tasks simultaneously.

* Proficiency in Microsoft Office, especially Excel, Outlook, and Teams.

* Ability to work cross-functionally with sales, logistics, finance, product, and customer service teams.

* Professional customer-first mindset with the ability to handle urgent or sensitive issues effectively.

Preferred Qualifications

* Experience with automotive brake components, performance parts, or replacement parts distribution.

* Familiarity with e-commerce platforms, B2B portals, marketplace order processing, or digital catalog systems.

* Experience with SAP, Microsoft Dynamics, Salesforce, Power BI, or similar business systems.

* Knowledge of return authorization processes, credit memo workflows, warranty support, and claims processing.

* Understanding of automotive cataloging, part numbers, fitment data, ACES/PIES, or product application data.

* Experience supporting national retailers, warehouse distributors, e-commerce customers, or large aftermarket accounts.

* SAP

Key Competencies

* Customer Focus

* Problem Solving

* Attention to Detail

* Accountability

* Communication

* Cross-Functional Collaboration

* Process Improvement

* Sense of Urgency

* Data Accuracy

* Aftermarket Business Understanding