Customer Service Representative

About the Position

We are seeking a motivated and customer-focused Customer Service Representative to join our clients growing team. This role serves as the primary point of contact for customers and is responsible for providing exceptional service through phone, email, and various ordering platforms. The ideal candidate will possess strong communication skills, attention to detail, and the ability to multitask in a fast-paced call center environment.

The Customer Service Representative will work closely with sales, marketing, warehouse, data management, and returns teams to ensure customer inquiries, orders, and requests are handled accurately and efficiently.

Pay Rate: $21/hr

Essential Duties and Responsibilities

• Answer incoming customer calls promptly, professionally, and courteously.
• Respond to customer inquiries regarding products, pricing, availability, order status, shipping information, and company services.
• Process customer orders accurately through company systems and third-party procurement platforms.
• Create and manage sales quotations, sales orders, return requests (RMA drafts), and other customer-related documentation.
• Assist customers with product selection by providing product knowledge and recommendations.
• Review inventory availability and communicate estimated delivery dates (ETAs) to customers.
• Handle customer requests for stock transfers, special orders, and backordered items.
• Resolve customer concerns, complaints, and service issues in a timely and professional manner.
• Follow up with customers to ensure complete satisfaction and successful resolution of inquiries.
• Process and manage orders received through phone, email, EDI, fax, customer portals, and procurement platforms.
• Maintain accurate customer records and update customer information within company databases.
• Verify product application and fitment information based on customer-provided details.
• Collaborate with internal departments to resolve order discrepancies, inventory issues, data corrections, and customer concerns.
• Work closely with the Returns (RMA) Team and Data Team to address product or system-related issues.
• Assist walk-in customers at the will-call counter as needed.
• Conduct customer satisfaction surveys, courtesy calls, monthly callbacks, and account follow-ups.
• Stay informed of company products, promotions, pricing updates, policies, and procedural changes.
• Review company communications, newsletters, and announcements to maintain current knowledge.
• Meet or exceed established productivity, accuracy, customer service, and sales performance goals.
• Support the onboarding and training of new customer service team members when assigned.
• Maintain a professional work environment and adhere to company policies and dress code standards.
• Perform additional duties and special projects as assigned by management.

Qualifications

• High school diploma or equivalent required.
• Minimum of 1–2 years of customer service or call center experience preferred.
• Bilingual in English and Spanish or English and Mandarin required.
• Strong verbal and written communication skills.
• Excellent customer service and problem-solving abilities.
• Ability to handle multiple tasks while maintaining accuracy and professionalism.
• Comfortable working in a fast-paced, high-volume call center environment.
• Strong computer skills, including Microsoft Office and data entry.
• Ability to learn new software systems and company procedures quickly.
• Detail-oriented with strong organizational and time-management skills.
• Ability to work independently and as part of a team.
• Professional, dependable, and customer-focused attitude.

Preferred Skills

• Experience processing sales orders and quotations.
• Experience using ERP, CRM, or order management systems.
• Knowledge of automotive parts, aftermarket products, or distribution environments is a plus.
• Experience handling procurement platforms, customer portals, EDI transactions, or online ordering systems is preferred.

Physical Requirements

• Prolonged periods of sitting and working at a computer workstation.
• Frequent use of a telephone headset and computer keyboard.
• Ability to communicate effectively by phone, email, and in person.
• Occasionally lift and move items up to 20 pounds.
• Ability to remain focused and productive in a fast-paced office environment.

Pre-Employment Requirements

• Resume submission required.
• Successful interview required.
• Background check required.