Customer Service Representative, Riverside

Customer Service Representative

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 writingIndividuals 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 coordinationKey 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 neededCreate 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 satisfactionCommunicate 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 Required QualificationsHigh 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 skillsExceptional 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 overtimePreferred 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 proceduresDevelops 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 satisfactionWhy 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 EnvironmentThis 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.