Customer Experience Associate

Full Job Description

At Autocar Parts, we fight for the customers’ needs. We invest in and grow businesses that disrupt their industries by putting the customers’ needs first. From big data to industrial manufacturing, we deliver tools that transform the work of the people that use them. We are privately owned and expect our team members to act with an owner mindset: Relentless about creating value for the customer. Dogged about finding efficiencies and eliminating waste. Standing arm in arm with the rest of the team until the job is done—and ready to do it again the next day, with a smile. It is not easy to do things differently. But we do it—because we are passionate about improving our business and the lives of the people who use our tools.

Summary

This position is customer focused and supports the inbound call center by managing customer orders and resolving inquiries related to credits, returns, and warranties through the appropriate channels.

The role also supports simple account management by maintaining accurate customer account information, coordinating routine account updates, monitoring open requests, and providing consistent follow-through to help ensure smooth customer experience.

Key Outcomes

Customer Service is a critical role within our company. We depend on our Call Center employees to build strong relationships with our customers and satisfaction that you have resolved their issue. Working through difficult situations with internal and external customers while maintaining a high level of customer service.

• Customer satisfaction & retention
• Manage customer orders through completion within 1.5 hours
• Manage and resolve credit, return, and warranty requests within 72 hours
• Customer response time for calls & emails within 2 hours
• Manage freight claims through the claim portal and drive them toward resolution within 2 hours
• Process improvement and simplified efficiencies in support of company and financial goals
• Maintain accurate customer account details and provide timely follow-up on routine account requests, open issues, and next steps
• Investigate, analyze, manage, and resolve claims

Essential Duties & Responsibilities

• Guide and manage customer orders and resolve customer inquiries in a fast-paced environment.

• Communicate with customers via phone and email via case management.

• Investigate and solve customer problems and find best possible solutions.

• Help customers navigate our website and place orders online (Automated order entry).

• Support simple account management activities, including reviewing and updating customer contact, shipping, billing, and communication information through the appropriate internal processes.

• Monitor routine account needs and open service requests, communicate status updates, document interactions, and coordinate with internal teams to support timely resolution.

• Provide knowledgeable answers to questions about products, pricing, and availability.

• Respond to shipping inquiries and answer order status questions.

• Become a product expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service.

• Follow up on qualified leads and identify customer opportunities, document outcomes, and coordinate with the Sales team to support conversion, account growth, and revenue goals.

• Analyze, manage, and resolve customer requests related to refunds, returns, and warranties, including completion of all required paperwork

• Generate credit memos and replacement orders adding details into Enterprises Resource Planning (ERP) system for tracking and review purposes

• Comply with changes in policies or renewals

• Manage freight claims through the claim portal and drive them toward resolution

• Manage warranty claims through the supplier portal and drive them toward resolution

• Serve as liaison between the supplier, customer, and internal departments to investigate, manage, and resolve claims and customer requests related to orders, returns, credits, and warranties.

Required Education, Certification, Training

• Bachelor's degree or high school diploma with 3+ years of relevant experience. Bachelor's degree is strongly preferred.

We offer:

• Competitive compensation
• Medical, dental, vision, life, and AD&D insurance
• Short-term and long-term disability coverage
• 401(k) with company match
• Paid time off and company holidays
• A high-impact role with significant ownership and growth opportunities
• A collaborative culture built on accountability, teamwork, and customer success

Job Duties Disclaimer: The duties and responsibilities outlined here are representative but not exhaustive of the tasks that the employee may be required to perform. Management reserves the right to modify, add, or remove duties and to assign other tasks as necessary to meet business needs.

Equal Employment Opportunity: Autocar is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or any other characteristic protected by law.

Reasonable Accommodations (ADA Compliance):

Autocar complies with the Americans with Disabilities Act (ADA) and provides reasonable accommodations to qualified individuals with disabilities. Employees who require assistance or accommodation should contact Human Resources.