Customer Service Representative
- Company parties
- Dental insurance
- Employee discounts
- Health insurance
- Opportunity for advancement
- Paid time off
- Vision insurance
- Customer Interaction: Handle inbound and outbound calls, emails, and in-person inquiries, addressing customer questions, concerns, and requests promptly and professionally.
- Order Processing: Assist with order entry, processing, and tracking for custom parts, accessories, and vehicle builds, ensuring accuracy and timely communication.
- Client Support: Provide detailed information about Fat Fender Garage’s products, services, and build processes, including Coyote swaps, custom chassis, and restoration packages.
- Build Progress Updates: Serve as the primary client liaison by providing clear, professional weekly updates on build progress, ensuring customers are informed and engaged throughout the project lifecycle.
- Issue Resolution: Diagnose customer issues, recommend appropriate solutions, and coordinate with the technical team to ensure client satisfaction.
- Project Management Collaboration: Partner closely with Project Management to field client questions, resolve concerns, and coordinate accurate information flow between the shop floor and the customer.
- Sales Support: Collaborate with the sales team to engage customers, understand their needs, and promote products/services to drive sales.
- Upselling/Cross-Selling: Identify opportunities to upsell or cross-sell relevant parts and accessories to enhance customer projects and satisfaction.
- Brand Ambassador: Act as a brand ambassador, ensuring customers feel valued and supported throughout their experience with Fat Fender Garage.
- Record Keeping: Maintain accurate records of customer interactions, orders, and service requests using our CRM and point-of-sale systems.
- Billing Transparency: Maintain transparent communication regarding billing by reviewing invoices, explaining charges, and proactively addressing any discrepancies to build trust and confidence with clients.
- Event Coordination: Assist with customer-related aspects of national event travel, such as coordinating with clients attending shows and ensuring their needs are met.
- Team Collaboration: Work closely with technicians, fabricators, and procurement staff to ensure seamless communication and project updates for clients.
- Experience: Minimum of 2 years in customer service, retail, or sales, preferably in the automotive industry. Experience with classic vehicles or hot rod culture is a plus.
- Automotive Knowledge: Familiarity with automotive parts, systems, and components, particularly related to classic trucks and custom builds.
- Technical Proficiency: Comfortable using CRM systems, email platforms, and order management software. Working knowledge of Microsoft Office is a plus.
- Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical details to non-technical customers.
- Problem-Solving: Strong ability to think on your feet, diagnose issues, and provide effective solutions in a fast-paced environment.
- Team Player: Ability to collaborate with a diverse team and contribute to a positive, team-oriented culture.
- Passion: Enthusiasm for classic trucks, hot rods, and the automotive restoration industry.
- Non-Technical Position: This is a non-technical role focused on customer service, though familiarity with automotive concepts is advantageous.
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