Customer Service Representative

About the Role
We're looking for a Customer Service Representative to join the customer service team of a US-based automotive parts remanufacturer. This is an outbound, customer-facing role: keeping retail accounts informed about their orders, getting pending orders unblocked, and keeping warranty claims current as replacement units ship.
You'll start with structure: training on the systems, the types of calls, and basic scripts, then a clear daily priority order set by your team lead. As you learn what's urgent, you'll get more autonomy and more responsibility. The team is looking for someone who treats the starting task list as a floor, not a ceiling.
What You'll Do
Daily Core Tasks
Pull a daily Salesforce report and post shipment tracking to warranty claims for units that shipped the previous day
Make outbound calls to national auto parts retailers with status updates on delayed orders (typically 15–30 calls a day)
Additional Outbound Work
Call retail stores to collect missing VIN and mileage details on pending orders
Contact transmission and auto repair shops to schedule appointments with the company's Product Support Techs
Documentation & Follow-Through
Log all calls and warranty claim activity in Salesforce with complete, accurate notes
Handle customer questions on warranty claims, knowing the next step or asking for it, and learn over time which situations you can resolve directly
When you hit a roadblock, raise it along with a question about what to do next
Support the team lead's project work when daily tasks are lighter, including data corrections in the company's ERP system
What We're Looking For
Non-Negotiables
Solid customer service experience, ideally in guest-facing roles where preventing escalations comes naturally
Clear, professional spoken English that US retail customers can easily understand
Strong written communication and documentation habits
Very detail-oriented, including in situations that aren't black and white
Proficient in Microsoft Teams, Outlook, and Excel
Comfortable asking questions, giving updates, and working without constant oversight
Able to work US Eastern or Central Time business hours
Preferred Qualifications
Hospitality background
Salesforce experience
Experience with RingCentral or a similar calling platform
Basic understanding of logistics and shipping carriers
Experience learning customized systems or ERPs
Prior experience supporting US-based customers or teams

Work arrangement
Yes