Customer Service Representative

About the role

McGard has been a trusted name in the automotive industry for over 60 years, specializing in manufacturing high-quality, precision-engineered automotive security products and components. Our commitment to excellence, innovation, and customer satisfaction has earned us a reputation as a global leader in our field.

Responsibilities

• Investigates and resolves end-user questions regarding merchandise, service, and billing.
• Handles all phone calls from end-users.
• Enters and processes end-user orders, checking for accuracy of information for U.S. and Canadian orders.
• Handles walk-in customers, which may involve accompanying customers outside to determine application or pattern on vehicle.
• Examines records such as invoices, computer printouts, bills of lading, and any other related documents necessary to resolve end-user/dealer questions or problems.
• Traces missing merchandise via air bills, shipping manifests, etc.
• May communicate with customers via form letters to solicit missing information needed for processing orders.
• Processes return form letters (orders) sent out by customer service reps.
• Enters end-user ID card and updates new and current information into computer.
• Reports customer complaints weekly.
• Solves credit card discrepancies (i.e. bad accounts).
• Handles all aspects of customer service accounting, including posting checks, refunds, and letters or phone communication if necessary.
• Handles all phone calls from dealers, domestic and import.
• Corresponds and converses with all dealers and other company personnel such as billing, credit, sales, service, and shipping to determine details and necessary information in order to resolve dealer questions and problems.
• Enters and updates current dealership data into computer.
• Arranges all orders according to shipping cart and submits to shipping department.
• Keeps current on rotation schedule for shipping procedures.

Benefits

• Comprehensive benefits package, including 10 company paid holidays and paid time off (PTO).
• Discretionary, annual profit sharing.
• Exciting and challenging projects in a collaborative work environment.
• An on-site walking trail and convenience cafeteria.
• A supportive and inclusive company culture that values employee well-being and work-life balance.

Education / Skill Requirements

• Ability to communicate effectively in English, both written and orally.
• A high school diploma or general education degree (GED).
• One to three (1-3) months related experience and/or training; or equivalent combination of education and experience.
• Prior Customer Service skills.
• Computer and typing skills.

Physical Demands & Work Environment

• Position requires individual to be capable of traveling & working throughout the entire facility, within reasonable accommodation.
• The noise level is usually moderate.

Pay

$19.50 - $25.00/hour DOE

Schedule

1st Shift, 8:15AM – 4:45PM, Monday – Friday