Customer Service Representative

Customer Service RepresentativeThe Customer Service Representative (CSR) plays a critical role in protecting the customer experience and supporting revenue within the off-road performance industry. This position serves as a key point of contact for dealers, distributors, and end users who rely on our suspension and off-road products. Success in this role directly impacts customer retention, operational efficiency, and brand reputation in a highly passionate and product-driven market.Who This Role Is a Good Fit ForProfessionals who thrive in a high-volume environment and enjoy solving problemsIndividuals with an interest in off-road vehicles, suspension systems, or automotive performance productsDetail-oriented team players who take pride in accuracy and follow-throughStrong communicators who are confident on the phone and in writingIndividuals who can prioritize, stay organized, and manage multiple tasks simultaneouslyWho This Role Is Likely Not a Fit ForThose who prefer slow-paced or low-interaction rolesIndividuals who struggle with multitasking or meeting deadlinesThose uncomfortable with frequent phone communicationCandidates with no interest in automotive or off-road productsIndividuals who prefer working independently without cross-functional coordinationKey ResponsibilitiesAnswer incoming calls and make outbound calls to address and resolve customer inquiries and concerns related to off-road and suspension productsHandle warranty questions, return goods authorizations (RGAs), call tags, and e-catalog mattersSupport dealers and customers with product information, order status updates, and technical coordination as neededCreate and maintain internal company reports including sales spreadsheets, returns documentation, international shipping documents, and UPS tracking informationReview records, correspondence, and related documentation to resolve issues accuratelyFollow up with customers to ensure full resolution and satisfactionCommunicate and coordinate with Shipping/Receiving, Accounting, Purchasing, and other departments to address customer requestsApply company policies and procedures consistently when resolving customer issuesMaintain accurate data entry and documentation within internal systemsRequirementsRequired QualificationsHigh school diploma or equivalentMinimum 1 year of customer service experience in a medium or large organizationProficiency in Microsoft Office (Excel, Outlook, Word)Experience working within an ERP systemExperience using a CRM systemStrong organizational, communication, and problem-solving skillsExceptional phone etiquetteHigh level of accuracy and attention to detailAbility to prioritize and manage multiple assignments while meeting deadlinesComfortable using computer systems, 10-key, telephone, copier, and other standard office equipmentAbility to work in a fast-paced environment with occasional overtimePreferred QualificationsExperience in the automotive, powersports, or off-road performance industryFamiliarity with suspension systems, lift kits, shocks, or related off-road componentsWhat Success Looks Like in the First 90 DaysDemonstrates a strong understanding of company products, policies, and proceduresDevelops working knowledge of off-road suspension and related product linesHandles customer inquiries independently with minimal escalationMaintains accurate documentation and reportingBuilds effective working relationships with cross-functional teamsContributes to improved response times and customer satisfactionWhy Work HereWe operate in the off-road performance space — an industry driven by innovation, craftsmanship, and a loyal enthusiast community. If you enjoy working around high-performance vehicles, suspension systems, and customers who are passionate about their builds, this is an opportunity to be part of a team that takes pride in quality and service.Physical / Work EnvironmentThis role is primarily office-based. The position requires extended periods of sitting, frequent computer use, and consistent phone communication. Occasional overtime may be required to meet business demands.