Senior Customer​/Dealer Services Specialist

Senior Customer/Dealer Support Specialist

You will love this seat if you get, want, and have the capacity to:

• Serve as a point of reference and support for teammates, stepping in to provide guidance and coverage in the absence of the manager.
• Help onboard and familiarize new team members with processes, tools, and best practices.
• Bring a steady, reliable presence that the team can lean on when needed.

• Provide a positive customer experience with each interaction, setting the tone for what great service looks like.
• Receive, research, and resolve dealer and consumer inquiries, service issues, product information questions, and order-related concerns.

• Enter customer orders for products, replacement parts, and accessories.
• Process return merchandise and authorize refunds as necessary.

• Request payments from customers regarding outstanding invoices such as freight and shipping charges.
• Perform outbound calls regarding ship dates, refunds, payments, and product delivery.
• Enter orders from customers and sales staff as needed for backup.

• Take the lead on complex or escalated situations, bringing calm and solutions-focused support to both customers and teammates.
• Act as the first point of contact for the team when the manager is unavailable.

• Perform user testing and provide feedback to help improve tools and processes.
• Contribute to special projects and additional duties as requested.

• Associate degree preferred
• 3+ years of customer service experience
• Prior experience in a team lead, senior, or mentoring role — or a demonstrated track record of naturally stepping into a leadership capacity
• B2B dealer or wholesale support experience preferred
• Warranty and returns experience preferred
• A leadership mindset — someone who takes ownership, thinks beyond their own seat, and brings out the best in those around them
• Solutions‑oriented with the ability to stay calm, decisive, and supportive under pressure
• Someone who leads by example and holds themselves to a high standard before expecting it of others
• Detail oriented with strong organizational skills
• Solid working knowledge of Microsoft Office (Word, Excel, Outlook)
• Comfortable using computers and learning new software
• Experience with Zendesk, Zoom, and Teams is a plus — we value quick learners
• Tech‑savvy, adaptable, and able to pick up new tools with minimal guidance
• A team player who naturally steps up when the situation calls for it