Customer Sales & Support Representative II

Dorman was founded on the belief that people should have greater freedom to fix motor vehicles. For over 100 years, we have been driving new solutions, releasing tens of thousands of aftermarket replacement products engineered to save time and money, and increase convenience and reliability. Founded and headquartered in the United States, we are a pioneering global organization offering an always-evolving catalog of automotive, heavy-duty and specialty vehicle products. Today, we have more than 3,800 employees across 29 different locations, with a family of brands that also includes SuperATV and Dayton Parts. Publicly traded under the stock ticker DORM, reaching a revenue of $2.13 billion in 2025.

Everyone who works at Dorman is called a Contributor. We need everyone, regardless of role and experience, to contribute to our success. That means everyone has a unique ability to make an impact on the business. We encourage all our Contributors to bring their authentic selves to work. The freedom to pursue new ideas, offer different perspectives, and grow in your career is fundamental to working at Dorman.

Job Summary

Provide Dorman’s Key Account customers with sales and service support by addressing issues and identifying solutions. 

Primary Duties

• Answer customer queries (phone, email, etc.) regarding: item availability, item description, part status, and item applications, order tracking, account status, fill rate, backorder/mis-ship, billing, pricing issues and show or sample orders. 
• Assist new customers information gathering for account set up 
• Accurate data entry of sales orders, enter and apply proper credits to customer orders. 
• Develop and analyze various reporting in Business Objects, MS Access, and MS Excel
• Determine and lead workflow and projects based on volume 
• Mentor and train other team members as needed. 
• Support the call center team with training, decision making, and situational support. 
• Perform other duties as assigned. 
• Daily primary responsibility is data, handling emails ~80% and calls/chat ~20% 

Qualifications

• Must be a strategic thinker and take a proactive approach to problem resolution 
• Proficient computer skills with Microsoft Excel, Word and Access; Business Objects and SAP experience preferred. 
• Excellent verbal and written communication skills 
• Good analytical, problem solving and decision-making skills 
• Good work performance and safety conscience
• Possess a strong work ethic 
• Ability to work weekends or different shifts as needed 
• Physical Requirement: Capability to lift 20 pounds.
• Working Conditions: While performing the duties of this job, the employee is regularly required to reach, swivel, carry items from one building to another, and speak and actively listen. Noise level is usually moderate. 

Education / Experience

• High School Diploma required; Bachelor’s Degree preferred
• 2-4 years of work experience in customer service department, aftermarket auto parts industry or equivalent combination of education and experience. 

The US base rate for this full-time position is . The actual base pay offered to the successful candidate will depend on multiple factors, including but not limited to job-related knowledge and skills, experience, business needs, geographical location, and internal pay equity. Compensation decisions are made based on the specific facts and circumstances of each role and candidate.

As a Dorman US contributor, you (and eligible dependents, as applicable) will have access to medical, dental, vision, basic life insurance, paid time off (sick/vacation), and Paid Parental Leave. U.S. employees are entitled to paid holidays, floating holidays, and paid time off starting in their first year of employment depending on hire date. You are also able to participate in our 401k retirement plan (with company match and profit-sharing) and Discounted Employee Stock Purchase Plan.

Dorman Products is an equal opportunity employer; we value a combination of ideas, perspectives, and cultures at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status. EEO/AA Employer M/F/D/V.