Customer Service Representative I

Description

Position Overview

The Customer Service Rep will drive Victory 1 Performance sales growth by delivering superior customer service and promoting the company’s high-performance valvetrain products through customer engagement. Utilize technical expertise and industry knowledge to provide tailored solutions that meet customer performance needs and reinforce market dominance.

Primary Duties and Responsibilities

• Establishes and sets up new customer accounts. 
• Verifying customer information is correct (Tax ID, Preferred Payment Method, Shipping Address, etc.) 
• Pursues given sales leads and conducts return calls to set up potential customers.
• Analyzes customer needs, providing product specifications, technical information, pricing, and delivery details to ensure customer satisfaction.
• Enters customer orders using designated company order forms, systems, and processes.
• Provides problem resolution and troubleshooting expertise, taking responsibility to meet customer needs and resolve product issues with operations.
• Processes Return Merchandise Authorizations (RMAs) within 1 working day, documenting concerns descriptively.
• Responds to messages, emails, and voicemails in a timely, professional manner.
• Collaborates closely with Engineering/R&D, Product Management, and Sales staff to identify future customer needs.
• Communicates customer satisfaction feedback to General Manager.
• Practices open, honest, and constructive communication using Total Quality (TQ) principles.
• May perform any additional duties as assigned (Shipping, receiving, inventory, planning, etc.).

Requirements

Experience

• 1 year of related experience and/or training in the High-Performance Industry.
• Strong organizational and interpersonal skills are required.

Computer Skills

• Proficient in MS Office programs (Outlook, Word, Excel, PowerPoint).
• Proficient in learning new software and developing SOP’s for future employees. 

Mathematical Abilities

• Capable of basic math operations: addition, subtraction, multiplication, and division of two-digit numbers; handling money; and working with units (inch, foot, yard, ounce, pound, or metric equivalents).
• Ability to analyze and solve problems logically, summarizing issues for reporting purposes.

Analytical or Reasoning Abilities

• Ability to read and interpret customer requests.
• Capable of writing routine reports and correspondence.
• Effective verbal communication with customers, clients, and vendors.
• Applies common sense to execute written, verbal, or diagram-based instructions.
• Handles problems with limited variables in standardized situations.

Communication Skills

• Excellent verbal and written communication skills.
• Ability to interact effectively with both management and non-management associates.

What You’ll Get

• Eligible for Medical, Dental, and Vision Insurance as of Day One.
• Employer-paid Life and Disability Insurance.
• HSA with Employer Contributions.
• 401(K) Retirement Plan with Company Match.
• Employee Wellness and Assistance Programs.
• Paid Maternity/Paternity Leave.
• Paid Time Off.
• Paid Company Holidays.

EEO Statement

Victory 1 Performance provides equal employment opportunities to all employees and applicants, prohibiting discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristics protected by federal, state, or local laws.

PM21