Customer Service Representative

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.

• 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

• 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

• 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

• 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

• Experience in the automotive, powersports, or off‑road performance industry
• Familiarity with suspension systems, lift kits, shocks, or related off‑road components

• 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

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.

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.