Administrative Support

Aftersales Support Specialist

Location: Santa Paula, CA

Pay Range: $18/hr

Shift: 8:00 AM - 4:30 PM PST, Monday through Friday

Job Summary

The Aftersales Support Administrator plays a crucial role in our Call Center team. You bridge the gap between our Call Center staff and our customers. You are the difference between a happy, informed, satisfied customer and a dissatisfied customer who is about to leave a bad review. This position supports our Call Center Customer Service Specialists, T1 Parts and Technical Support Specialists, Call Center Leads, and Senior Technical Leads and all their customer interactions.

Key Traits and Characteristics

• Able to focus on the big picture while being passionate about every minute detail.
• An excellent communicator and motivator comfortable working with cross-functional teams.
• Able to carry out the key warehousing activities of receiving, storage, and shipping.
• Able to plan warehouse space requirements and warehouse layout to optimize storage and distribution.
• Ability to meet multiple deadlines, prioritize work, and keep projects moving forward.

Key Duties and Responsibilities

• Communicate comfortably and confidently over the phone, chat, text, email, and in person (if needed).
• Monitor and manage customer situational requests and resolutions using a ticketing system.
• Monitor and manage support tickets in the 'Waiting on Customer' status, engaging with customers to obtain necessary information or actions to advance ticket resolution.

Requirements and Technical Competencies

• Some college preferred. High School diploma, general education degree or equivalent is required.
• 1+ years' experience in Customer Service, Call Center, Order Processing, or related field.
• Excellent knowledge of MS Office, including MS Outlook, MS Word, and MS Excel.
• Working experience of relevant computer applications and general Internet use.
• Ability to type 45-60 WPM with 95% accuracy.
• Professional communication and oral skills required, most importantly writing and grammar accuracy.
• Working knowledge of ERP programs, SAGE, SAP, ORACLE, INFOR, LAWSON, etc. a plus.
• Working Knowledge of customer service ticketing systems, Zendesk, Freshdesk, Jira, etc. a plus.
• Working Knowledge of CRM programs, Goldmine, Pipedrive, Salesforce, etc. a plus.
• A successful candidate will be one with a background in the automotive using car lifts, tire changers, and wheel balancers. This is the vast majority of troubleshooting they will be handling so familiarity on these products will be a great help.

What's the Job?

• Assist customers with troubleshooting issues related to automotive products, including car lifts, tire changers, and wheel balancers.
• Diagnose product problems based on customer inquiries and provide effective solutions.
• Enter and track service tickets using Freshdesk or similar customer service systems.
• Source repair parts for older products and coordinate with shipping and production teams to ensure timely delivery.
• Train and support other customer service team members in product diagnosis and troubleshooting techniques.

What's Needed?

• At least 2 years of experience in customer service, order processing, knowledge with automotive or mechanical parts.
• Proficiency in MS Office, especially Word and Excel, with strong data entry skills.
• Ability to read blueprints and manuals, with familiarity in automotive equipment such as lifts and wheel balancers.
• Excellent written and verbal communication skills in English.
• Experience with ERP systems and customer service ticketing platforms.