Description Why This Role Matters The Customer Service Representative (CSR) plays a critical role in protecting the customer experience and supporting revenue within the off-road performance industry. This position serves as a key point of contact for dealers, distributors, and end users who rely on our suspension and off-road products. Success in this role directly impacts customer retention, operational efficiency, and brand reputation in a highly passionate and product-driven market. Who This Role Is a Good Fit For • Professionals who thrive in a high-volume environment and enjoy solving problems • Individuals with an interest in off-road vehicles, suspension systems, or automotive performance products • Detail-oriented team players who take pride in accuracy and follow-through • Strong communicators who are confident on the phone and in writing • Individuals who can prioritize, stay organized, and manage multiple tasks simultaneously Who This Role Is Likely Not a Fit For • Those who prefer slow-paced or low-interaction roles • Individuals who struggle with multitasking or meeting deadlines • Those uncomfortable with frequent phone communication • Candidates with no interest in automotive or off-road products • Individuals who prefer working independently without cross-functional coordination Key Responsibilities • Answer incoming calls and make outbound calls to address and resolve customer inquiries and concerns related to off-road and suspension products • Handle warranty questions, return goods authorizations (RGAs), call tags, and e-catalog matters • Support dealers and customers with product information, order status updates, and technical coordination as needed • Create and maintain internal company reports including sales spreadsheets, returns documentation, international shipping documents, and UPS tracking information • Review records, correspondence, and related documentation to resolve issues accurately • Follow up with customers to ensure full resolution and satisfaction • Communicate and coordinate with Shipping/Receiving, Accounting, Purchasing, and other departments to address customer requests • Apply company policies and procedures consistently when resolving customer issues • Maintain accurate data entry and documentation within internal systems Requirements Required Qualifications • High school diploma or equivalent • Minimum 1 year of customer service experience in a medium or large organization • Proficiency in Microsoft Office (Excel, Outlook, Word) • Experience working within an ERP system • Experience using a CRM system • Strong organizational, communication, and problem-solving skills • Exceptional phone etiquette • High level of accuracy and attention to detail • Ability to prioritize and manage multiple assignments while meeting deadlines • Comfortable using computer systems, 10-key, telephone, copier, and other standard office equipment • Ability to work in a fast-paced environment with occasional overtime Preferred Qualifications • Experience in the automotive, powersports, or off-road performance industry • Familiarity with suspension systems, lift kits, shocks, or related off-road components What Success Looks Like in the First 90 Days • Demonstrates a strong understanding of company products, policies, and procedures • Develops working knowledge of off-road suspension and related product lines • Handles customer inquiries independently with minimal escalation • Maintains accurate documentation and reporting • Builds effective working relationships with cross-functional teams • Contributes to improved response times and customer satisfaction Why Work Here We operate in the off-road performance space — an industry driven by innovation, craftsmanship, and a loyal enthusiast community. If you enjoy working around high-performance vehicles, suspension systems, and customers who are passionate about their builds, this is an opportunity to be part of a team that takes pride in quality and service. Physical / Work Environment This role is primarily office-based. The position requires extended periods of sitting, frequent computer use, and consistent phone communication. Occasional overtime may be required to meet business demands.