Customer Service Representative- Dealer

Key Objectives And Responsibilities

• Inbound Customer Support (No Sales / Cold Calling):
  • Handle a high volume of inbound customer inquiries in a professional and courteous manner via phone, email, text/chat or social media
  • Provide accurate information while maintaining a strong customer-first mindset
  • Ensure all interactions reflect company standards for service quality and responsiveness
• Pre-Sales Assistance:
  • Respond to customer questions regarding products, specifications, pricing, availability, and usage based on internal support resources
  • Guide customers through product selection by clarifying needs and recommending appropriate solutions
  • Utilize internal resources to provide timely and accurate information
• Post-Sales Assistance:
  • Provide ongoing support after the initial purchase to ensure customer satisfaction and issue resolution
  • Serve as a primary point of contact for order-related questions and concerns
  • Monitor and provide updates on order progress, shipment details, and delivery timelines
  • Proactively communicate delays or changes to customers and offer solutions when needed
  • Troubleshoot and resolve product or order-related issues using established troubleshooting guides and resources
  • Escalate complex or unresolved issues to appropriate departments as necessary
  • Order Adjustments & Processing:
    • Replacement parts orders
    • Repair requests
    • Remake orders due to defects, damage, or errors
  • Credits & Adjustments:
    • Review and process customer credit requests in accordance with company guidelines
    • Investigate discrepancies and ensure proper documentation for approvals
    • Communicate resolutions clearly and professionally to customers
• General Responsibilities Across All Areas:
  • Maintain accurate and detailed records of all customer interactions in internal systems
  • Follow company procedures, service standards, and documentation requirements
  • Collaborate with internal teams (sales, production, shipping) to resolve customer needs
  • Meet performance expectations related to response time, accuracy, and customer satisfaction

Qualifications

• Strong customer communication skills, including clear written and verbal communication, active listening, and a professional, approachable demeanor
• Ability to build rapport and maintain positive relationships with customers, demonstrating empathy, patience, and a customer-first mindset
• Problem-solving and analytical skills to assess customer needs, identify issues, and determine appropriate solutions efficiently
• Proficiency in basic computer applications (e.g., Microsoft Office, CRM systems, order entry tools) with the ability to learn new systems quickly
• Ability to multitask and manage competing priorities in a fast-paced customer service environment while maintaining accuracy
• Dependable and reliable, with a consistent work ethic and commitment to meeting attendance, performance, and service expectations

Requirements

• Ability to work on a computer for extended periods of time
• Occasional need to reach, bend, or lift light office materials (typically under 10–15 lbs)
• Ability to manage a high volume of customer interactions throughout the day
• Maintain focus and accuracy while performing repetitive tasks (e.g., order entry, updates)

How We Work to Deliver a Best Experience

• Our Culture
• Our Core Value: We do the right thing, always
• Our Seven Cultural Behaviors: Empowerment, Ownership, Leadership, One Team, Customer First, Continuous Innovation, Speed