Automotive Technical Customer Service Representative (Tier II) - On Site
About The Position
Enthusiast Auto Holdings (EAH) is a successful e-commerce company in the automotive aftermarket parts industry, operating through nine enthusiast-focused websites. EAH serves automotive enthusiasts passionate about their vehicle's appearance and performance, providing parts, content, knowledge, and support. They also serve a global network of specialty installer shops. EAH is owned by Cortec Group, a private equity firm that has invested significantly in expanding EAH's operations, facilities, technology, and leadership. EAH has recently completed a major facility expansion at its distribution center and is implementing enterprise-level ERP/WMS/OMS systems. EAH is seeking an Automotive Technical Customer Service Representative (Tier II) to act as an escalation point between Vendors/Internal CS Team and customers. This role involves diagnosing fitment issues, managing missing product inquiries, and addressing installation-related concerns. The position requires strict attention to detail, critical thinking, robust organizational skills, and collaboration. This role will be based at the Company’s Wadsworth, OH headquarters.
Requirements
- Unrelenting desire to serve customers
- Technical automotive repair/maintenance experience preferred
- Excellent oral and written communication skills
- Professional phone etiquette
- Strong data entry skills
- Ability to work in a team environment
- High School Diploma
- Computer skills with proficiency in web skills, 10-key, and MS Office
Responsibilities
- Provide verification of fitment and stock checks for OE, aftermarket, and performance products using RealOEM, Partslink, All Data, AIR, and Dealerspeed.
- Respond to customer inquiries that are filtered through the technical email inbox, aiming to complete 70 tickets each business day with a 3-hour response time.
- Provide customer-centric solutions and technical advice for specific installation inquiries.
- Partner with vendors to provide customers with optimal resolutions.
- Escalate customer concerns to the internal Product Team for website updates, including applications and photo updates.
- Provide feedback and mentorship to the internal Customer Service Team to promote growth, efficiency, and customer satisfaction.
- Special Care validation for replacement orders.
- Shelf checks to compare customer-reported issues with other units on the shelf.
- Checking information against print specifications for parts, especially when customers provide measurements, to identify potential batch issues. If a batch issue is found, escalate to Bryan Nemet, Evan Merkle, and Gary Sinnett to coordinate a red tag.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
