Aftersales Service Specialist

Stark Future•Tampa, FL

9d•Onsite

About The Position

The Aftersales Service Support role is responsible for managing all aspects of the customer journey from order confirmation through delivery and beyond, ensuring a seamless and high-quality ownership experience for both customers and dealers. This position provides exceptional service support by handling sales operations cases, coordinating service activities, and supporting warranty operations, while ensuring accurate documentation and efficient case handling. The role acts as the primary liaison between customers, dealers, and internal teams, overseeing post-sale coordination and proactive communication to ensure every step of the process runs smoothly. With a strong focus on the post-sale customer experience, the position ensures that pre-delivery and post-delivery issues are handled effectively and that warranty operations and claims are executed correctly and in a timely manner through close cross-functional collaboration.

Requirements

Experience in sales operations, aftersales, technical support, or customer service roles.
Strong problem-solving and organizational skills with the ability to manage multiple cases efficiently.
Knowledge of service case management, documentation, and warranty processes.
Excellent communication and coordination skills.

Nice To Haves

Experience working with Zendesk, service management software, or ERP systems.
Background in electric mobility, motorcycle, or automotive industries.
Familiarity with dealer networks, warranty operations, or accounts coordination.

Responsibilities

Handle and resolve service requests from customers and dealers efficiently and accurately.
Log, document, and track all cases to ensure proper follow-up and closure.
Provide clear and timely communication to customers and dealers on service inquiries, policies, and procedures.
Process and track dealer and direct-to-consumer orders to ensure accurate fulfillment.
Coordinate with the Logistics team to ensure vehicles are assigned for delivery and customers receive timely updates.
Verify that all necessary documentation, including title registration and compliance paperwork, is ready before dispatch.
Handle any last-minute changes related to delivery schedules, shipping methods, or customer preferences.
Manage pre-delivery issues such as vehicle unavailability impacting order fulfillment, VIN reassignment, delivery inconsistencies, and similar operational constraints.
Manage post-delivery concerns including damaged products, missing accessories, incorrect orders, or missing documentation.
Coordinate closely with Parts, Logistics, and Accounts teams to ensure timely and effective issue resolution.
Identify, track, and report recurring issues to support continuous process improvement.
Process and track warranty claims in compliance with company policies.
Maintain accurate and updated service documentation, accessible to customers and dealers.
Support the improvement of warranty workflows and customer/dealer communication channels.
Collaborate with internal teams, including Parts, Technical Support, IT, Logistics, Sales, and Accounts Receivable, to resolve service cases and financial matters.
Coordinate service-related billing issues and account discrepancies.
Support cross-team communication and ensure smooth handovers between departments.
Track key service KPIs such as response times, resolution rates, and customer satisfaction.
Analyze case trends and contribute ideas for improving service processes and workflows.
Participate in training sessions and provide feedback to refine service operations.