Aftersales Support Administrator

Aftersales Support Specialist

Location:

Santa Paula, CA

Pay Range: $18/hr

Shift: 8:00 AM - 4:30 PM PST, Monday through Friday

The Aftersales Support Administrator plays a crucial role in our Call Center team. You bridge the gap between our Call Center staff and our customers. You are the difference between a happy, informed, satisfied customer and a dissatisfied customer who is about to leave a bad review. This position supports our Call Center Customer Service Specialists, T1 Parts and Technical Support Specialists, Call Center Leads, and Senior Technical Leads and all their customer interactions.

• Able to focus on the big picture while being passionate about every minute detail.
• An excellent communicator and motivator comfortable working with cross-functional teams.
• Able to carry out the key warehousing activities of receiving, storage, and shipping.
• Able to plan warehouse space requirements and warehouse layout to optimize storage and distribution.
• Ability to meet multiple deadlines, prioritize work, and keep projects moving forward.

• Communicate comfortably and confidently over the phone, chat, text, email, and in person (if needed).
• Monitor and manage customer situational requests and resolutions using a ticketing system.
• Monitor and manage support tickets in the 'Waiting on Customer' status, engaging with customers to obtain necessary information or actions to advance ticket resolution.

• Some college preferred. High School diploma, general education degree or equivalent is required.
• 1+ years' experience in Customer Service, Call Center, Order Processing, or related field.
• Excellent knowledge of MS Office, including MS Outlook, MS Word, and MS Excel.
• Working experience of relevant computer applications and general Internet use.
• Ability to type 45-60 WPM with 95% accuracy.
• Professional communication and oral skills required, most importantly writing and grammar accuracy.
• Working knowledge of ERP programs, SAGE, SAP, ORACLE, INFOR, LAWSON, etc. a plus.
• Working Knowledge of customer service ticketing systems, Zendesk, Freshdesk, Jira, etc. a plus.
• Working Knowledge of CRM programs, Goldmine, Pipedrive, Salesforce, etc. a plus.
• A successful candidate will be one with a background in the automotive using car lifts, tire changers, and wheel balancers. This is the vast majority of troubleshooting they will be handling so familiarity on these products will be a great help.

• Assist customers with troubleshooting issues related to automotive products, including car lifts, tire changers, and wheel balancers.
• Diagnose product problems based on customer inquiries and provide effective solutions.
• Enter and track service tickets using Freshdesk or similar customer service systems.
• Source repair parts for older products and coordinate with shipping and production teams to ensure timely delivery.
• Train and support other customer service team members in product diagnosis and troubleshooting techniques.

• At least 2 years of experience in customer service, order processing, knowledge with automotive or mechanical parts.
• Proficiency in MS Office, especially Word and Excel, with strong data entry skills.
• Ability to read blueprints and manuals, with familiarity in automotive equipment such as lifts and wheel balancers.
• Excellent written and verbal communication skills in English.
• Experience with ERP systems and customer service ticketing platforms.