What are the responsibilities and job description for the Automotive Customer Service Representative position at Kooks?
Description
Overview
Kooks Technical Customer Service Representatives support both B2B and B2C customers in a high-octane, fast-paced environment by delivering accurate technical guidance and world-class support. The TCSR responds to phone calls and emails regarding product fitment, troubleshooting, installation questions, lead times, and order inquiries. As part of the Kooks Krew, this role ensures customers receive the correct technical information to maximize the performance of their vehicles—whether for daily driving, racing, or business needs.
Key Responsibilities
Kooks Custom Headers reserves the right to revise or modify the duties and responsibilities of this position at any time to meet business needs. This job description may not list all duties for this position. This job description is not a contract of employment; all employment is “at will,” meaning either party may terminate employment at any time for any reason.
Kooks Custom Headers is an equal-opportunity, inclusive employer and considers all applicants based on merit, competence, and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by law.
Overview
Kooks Technical Customer Service Representatives support both B2B and B2C customers in a high-octane, fast-paced environment by delivering accurate technical guidance and world-class support. The TCSR responds to phone calls and emails regarding product fitment, troubleshooting, installation questions, lead times, and order inquiries. As part of the Kooks Krew, this role ensures customers receive the correct technical information to maximize the performance of their vehicles—whether for daily driving, racing, or business needs.
Key Responsibilities
- Answer high volumes of inbound customer calls promptly and professionally, providing technical assistance, product guidance, and order-related support.
- Assist customers with product selection, fitment verification, and lead time questions to ensure they receive the correct parts for their application.
- Handle inbound email inquiries and support requests from internal and external stakeholders.
- Diagnose and troubleshoot customer-reported issues related to exhaust systems, headers, installation, compatibility, and vehicle-specific considerations.
- Input and manage orders using internal software systems; review purchase orders and request missing information or approvals.
- Work cross-functionally with Sales, Engineering, Production, and Technical Support to resolve escalated or complex issues.
- Maintain up-to-date knowledge of Kooks products, vehicle platforms, and aftermarket performance trends.
- Represent the Kooks brand with professionalism, technical knowledge, and a passion for performance.
- Other responsibilities as assigned.
- Aftermarket automotive experience and technical knowledge required, specifically related to exhaust components, fitment, installation, or performance products.
- Strong computer skills with the ability to learn new systems and software quickly.
- Fast learner with strong problem-solving abilities and the ability to navigate multiple screens, systems, and tools at once.
- Strong verbal and written communication skills with the ability to explain technical concepts clearly.
- Ability to interpret customer concerns, troubleshoot issues, and provide accurate technical resolutions while maintaining a positive attitude.
- Ability to empathize with customer concerns while remaining professional and solutions-focused.
- Ability to answer phone calls promptly and respond to customer emails in a timely manner.
- Ability to conduct business in an ethical and professional manner.
- Passion for cars and the performance aftermarket industry.
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds occasionally.
- Must be able to access and navigate all departments within the organization’s facilities.
Kooks Custom Headers reserves the right to revise or modify the duties and responsibilities of this position at any time to meet business needs. This job description may not list all duties for this position. This job description is not a contract of employment; all employment is “at will,” meaning either party may terminate employment at any time for any reason.
Kooks Custom Headers is an equal-opportunity, inclusive employer and considers all applicants based on merit, competence, and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by law.
