Customer Excellence Rep

At Martini Works, we're not just selling car parts, we're helping people fall in love with car culture. The Customer Excellence Rep is the front line of that mission. This role is all about making every digital interaction feel like someone's talking to their car friend who knows their stuff and actually gives a damn. Whether it's replying to a late-night question about wheel fitment, helping someone navigate Aff irmal financing, or squashing a shipping issue before it becomes a headache—you're there to help, guide, and connect our audience to the product catalog we offer.

We're looking for someone who isn't afraid to speak in our brand's tone, take initiative, and solve problems with empathy and precision. This role lives in our email, SMS, chat bot systems, and social platforms so being a strong, clear communicator is key and expected to be successful in this role!

• 1. Own the Conversation & The Order You are the voice of Martini Works across all customer touchpoints during 1st & 2nd shift hours.
  • Respond to inbound messages through email, SMS, live chat, social DMs, and our support ticketing system
  • Maintain a fast, friendly, and knowledgeable tone that feels like you're talking to a fellow car enthusiast.
  • Adapt replies to each platform (short-form for IG DMs, more detail in email, etc.)
  • Follow brand guidelines and tone while still sounding like a human—not a robot.
  • De-escalate potential issues with post-purchase problems that occur.
  • Process orders and inventory needs proactively to keep customers surprised when they receive their product early.
• 2. Translate Tech Into Trust Break down the technical stuff in a way that earns trust, not confusion.
  • Help customers understand product specs like wheel fitment, bolt patterns, offset, tire sizing, etc.
  • Simplify shipping and financing details so customers feel confident about their next steps.
  • Offer product recommendations based on what a customer is building, modding, or dreaming about.
  • Communicate limitations transparently (e.g. out-of-stock notices, ETA delays) with empathy.
• 3. Solve Problems Proactively
  • Investigate order issues and work with the warehouse, vendors, or shipping carriers when needed.
  • Flag common questions or bugs in real-time to your lead or cross-functional teams.
  • Escalate complicated support tickets appropriately but try to resolve what you can independently.
  • Ensure any promises made (discounts, replacements, follow-ups) are fulfilled and tracked.
• 4. Capture & Communicate Trends Your work tells us what our customers are actually saying and what we need to fix.
  • Identify repeating questions, feedback themes, or product confusion and share insights weekly.
  • Track and log feedback for product pages, FAQs, or marketing campaigns.
  • Collaborate with other departments when customer feedback impacts product or brand perception.
  • Own the metric management of customer service key drivers including answer rate, NPS, attributed sales, and 5 star reviews that ensure ROI is met with this role.
• 5. Represent the Brand, Even After Hours You're more than support, you're the reason people choose us again.
  • Occasionally engage with customers publicly (e.g. thanking them in comments, resharing their builds, etc.)
  • Make people feel heard, even when they're just asking about lug nuts.
  • Follow up on unresolved conversations and make sure no one falls through the cracks.
  • Help us build a customer experience that makes people want to tag us and tell their friends.

When possible, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position has no supervisory responsibilities.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms; with occasional lifting.

This is a full time position from 9-6PM, every other weekend from 4-8PM or until emails are "caught up." Holiday weekends and coverage may be different.

• Track your own hours both honestly and accurately

• Onsite unless weekends.
• Track your own hours both honestly and accurately

• Customer-Centered Communication
• Problem Solving & Initiative
• Product Knowledge & Hungry To Learn!
• Digital Fluency
• Emotional Intelligence
• Brand Ownership
• Proactive Project Management
• Metric Stratification
• Helpful & Positive

• High School Graduate or General Education Degree
• Bachelor's Degree in Graphic Design, Web Design, Communications, or Marketing, preferred

• 2+ years of customer relations experience
• 1+ year of order servicing experience
• Bilingual experience preferred (Spanish)

• Previous customer service experience recommended

• None

• Communication…