Customer Service Specialist

This is a remote position.

You will be a trusted point of contact for our parts, orders, repairs, and account inquiries. You’ll handle phone/email/chat, process orders and RMAs, coordinate with Parts, Service, and Logistics, and keep customers updated with accurate, timely information.
Key Responsibilities

• Respond to inbound calls/emails/chats for order status, parts lookup, pricing, and availability.

• Enter and update orders/quotes; verify terms, freight method, and promised dates.

• Create RMAs and warranty-intake tickets; route to Service for approvals and scheduling.

• Provide shipment updates and proofs of delivery (POD); escalate exceptions (shortage/damage) with carriers.

• Support EDI/portal orders (review failures, confirm acknowledgments, update references).

• Maintain clean customer records in CRM; document every interaction and next step.

• Meet and report on KPIs (first-response time, resolution time, CSAT, backlog).

• Surface recurring issues to the team; suggest improvements to SOPs and knowledge base.

• Partner with Sales/Inside Parts on cross-references and substitutions using approved guides.

• Adhere to privacy, data-handling, and warranty documentation standards.

Requirements

Qualifications

• 0–2 years of customer service or inside sales support; manufacturing, automotive, or heavy-duty parts experience is a plus.

• Proficient with ERP/CRM and order-entry workflows; able to navigate carrier portals.

• Clear written and verbal communication; confident de-escalation and follow-through.

• Accurate data entry, strong organization, and time management.

• Comfortable with basic Excel/Sheets (filters, lookups, text cleanup).

Benefits

• Medical, dental, vision

• Paid time off company holidays

• 401(k)

• Training & development budget