Trailer Parts Sales & Customer Service Representative

At Dexter, we manufacture and distribute axles, accessories, and towing components primarily serving the commercial trailer, RV, marine, agriculture, and manufactured housing markets. We’re building products and systems that are rooted in a culture of safety, collaboration, and innovation.

Headquartered in Elkhart, Indiana, Dexter has manufacturing and distribution locations throughout the U.S. and Canada. Employing state-of-the-art robotics, precision welding equipment, and automated machining processes, Dexter has achieved over 65 years of success through a commitment to the principles of superior quality, continuous improvement, and unparalleled customer service.

For more information about our company, access Dexter's web site at www.dextergroup.com.

About the Role

Trailer Parts Sales & Customer Representative serves as a primary customer contact and trusted resource for trailer parts identification, application support, and order fulfillment. This role requires strong product knowledge across trailer components and systems, including suspension, axle, brake, wheel-end, electrical, cargo control, and chassis products. The CSR works closely with customers to identify the correct parts, provide technical guidance, process orders accurately, and deliver exceptional service that drives customer satisfaction and sales growth.

Key Responsibilities

Customer Support & Technical Assistance

• Serve as the first point of contact for customers via phone, email, and in person, providing professional and solution-focused service.
• Utilize trailer parts knowledge to identify, recommend, and cross-reference parts based on customer needs, specifications, VIN information, axle configurations, and equipment applications.
• Assist customers with troubleshooting basic trailer component issues and recommend appropriate replacement parts.
• Provide accurate information regarding product specifications, compatibility, availability, pricing, and lead times.
• Educate customers on trailer parts, maintenance requirements, and product alternatives when necessary.

Order Management

• Accurately enter customer orders, quotes, and requests into ERP and CRM systems.
• Review orders to ensure proper part selection and application accuracy.
• Conduct proactive follow-up on quotes, orders, backorders, and delivery schedules.
• Support OEM and distributor customers with recurring orders and inventory planning.
• Track shipments and communication status updates, delays, or changes.

Product & Industry Expertise

• Develop and maintain working knowledge of trailer systems and components, including:
• Axles and suspension systems
• Brakes and wheel-end components
• Bearings, seals, and hubs
• Electrical and lighting systems
• Cargo control products
• Landing gear and trailer hardware
• Air systems and brake controls
• Trailer body and chassis components
• Stay current on manufacturer product updates, industry trends, and competitive offerings.
• Support branch sales initiatives by identifying upselling and cross-selling opportunities.

Customer Relationship Management

• Build and maintain strong customer relationships through responsive communication and technical expertise.
• Process returns, warranties, credits, and exchanges according to company policies.
• Resolve customer concerns efficiently and escalate complex issues when necessary.
• Maintain accurate customer records, notes, and communications within company systems.
• Collaborate with warehouse, purchasing, sales, and management teams to ensure seamless customer support.

Key Performance Indicators (KPIs)

• Order entry accuracy
• Trailer parts identification accuracy
• Customer response time and SLA compliance
• First-contact resolution rate
• Quote conversion rate
• Customer satisfaction (CSAT)
• Sales growth from existing accounts
• Follow-up completion rate
• Productivity metrics (calls handled, quotes generated, orders processed)

Core Competencies

• Customer Focus
• Communication Skills (verbal and written)
• Attention to Detail
• Time Management & Prioritization
• Problem Solving
• Team Collaboration
• Adaptability

Qualifications

• High school diploma or equivalent required.
• This is an onsite position. Limited travel for training purposes may be required.
• 2 years of customer service, parts counter, inside sales, or trailer/heavy-duty truck parts experience preferred.
• Working knowledge of trailer components, axle systems, brake systems, suspension, wheel-end products, and related aftermarket parts strongly preferred.
• Experience with distribution, transportation, fleet maintenance, trailer repair, or heavy-duty aftermarket industries preferred.
• Proficiency with ERP, CRM, and Microsoft Office applications.
• Ability to interpret parts catalogs, technical diagrams, and manufacturer documentation.
• Strong mechanical aptitude and willingness to expand product knowledge through ongoing training.

Why Work at Dexter

• We invest in training, development, and career advancement.
• Help customers succeed by delivering reliable solutions and exceptional service.
• Enjoy a comprehensive compensation and benefits package designed to support you at work and beyond.

Dexter is committed to attracting, developing, and retaining a highly qualified, dedicated workforce. We hire and promote individuals based on their qualifications, performance, and abilities.

It is the policy of the Company to provide equal opportunity to all qualified individuals without discrimination on the basis of race, ethnicity, national origin, gender, age, sexual orientation, disability, religion, veteran status, citizenship status or any other protected characteristic as outlined by applicable U.S. and Canada equal rights legislation protected by federal, state, province or local law.

Apply now to join an industry leader and make a difference in what we do for the customers we serve!