JOB SUMMARY
The Customer Service Support Specialist is responsible for providing exceptional technical support to our customers. This role involves answering product inquiries, troubleshooting first-level issues, and escalating second-level issues to the product management team. The Customer Service Support Specialist will provide our customers timely and effective assistance via phone and email, maintaining high levels of customer satisfaction. Additionally, the role includes the evaluation of suspect products.
RESPONSIBILITIES AND DUTIES
- Evaluate product concerns via dimensional analysis and testing.
- Maintain product claims database.
- Answer customer calls on technical phone lines.
- Track internal and supplier corrective actions.
- Purchase samples to aid in evaluation.
- Maintain tools and sample library.
- Prepare and ship products upon request.
- Coordinate inspections with warehouse personnel.
- Other duties and tasks as assigned.
QUALIFICATIONS AND SKILLS
- 3+ years of experience in a technical support or customer service role, preferably in the automotive aftermarket industry
- Strong problem-solving and communication skills
- Experience with CRM software and Microsoft Office suite
- Familiarity with automotive systems and components
- Associates or Bachelor's degree in a related field is preferred, but not required
- Physical ability to lift up to 50lbs on a regular basis