Automotive Customer Service Representative

With a purpose to make tomorrow a little bit better than today for each other, our customers, and our communities, Ascentek provides an environment where you can love what you do and be your best every day.

What you will enjoy by being a part of a 2024 USA Great Place to Work certified company:

A position that is: Hourly, Full time, Mon-Fri 8 am to 5 pm

• Medical Plan options, including fertility coverage and free mental health and telehealth coverage
• Dental and Vision Insurance
• FSA/HSA options
• Paid parental leave
• Company-provided short-term disability, long-term disability, and life insurance
• Supplemental Insurances, including accident, critical illness, hospital, and supplemental life insurance
• 401(k) with a generous company match
• Pet Insurance Benefits
• Tuition reimbursement
• 21 Paid Days Off
• 7 Paid Holidays

• Short-term Incentive Plan (STIP), ask your Talent Partner for details
• Dress For Your Day (casual dress environment)
• Work Your Way (hybrid work) - Three days on site with anchor day on Wednesdays
• Paid comprehensive on-the-job training
• Company phone provided
• Company computer provided
• Career advancement opportunities

HOW YOU WILL CONTRIBUTE TO OUR TEAM(Overview & Key Responsibilities):

The Customer Experience Representative provides frontline support to eCommerce and walk-in customers, assisting with order placement, account inquiries, and post-order concerns both online and in person. Rooted in Our Values, this role ensures every interaction reflects our commitment to accuracy, speed, and a seamless customer experience. By delivering knowledgeable service at the counter and over the phone, the representative builds trusted customer relationships through timely assistance, product expertise, and dependable solutions that drive satisfaction and repeat business.

• Greet and assist walk-in customers with product inquiries, order placement, and fulfillment needs
• Respond to customer inquiries via phone, email, chat, and in person regarding orders, product information, and account details
• Accurately process customer orders using SEOM and related systems, ensuring timely and compliant fulfillment
• Proactively monitor order statuses, provide updates, and communicate any delays or issues with customers
• Coordinate with warehouse and logistics teams to ensure inventory accuracy, timely order readiness, and issue resolution
• Handle returns, exchanges, replacements, and credit requests in accordance with company policies
• Maintain up-to-date knowledge of product offerings, inventory levels, pricing, and promotional campaigns
• Educate customers on eCommerce tools, product catalogs, and self-service options
• Keep accurate and organized customer records and order documentation within CRM and relevant systems
• Assist with merchandising, restocking, and maintaining a clean, organized sales counter and workspace
• Build and nurture long-term customer relationships through exceptional service, proactive support, and timely follow-ups
• Identify customer needs and recommend appropriate products or solutions to enhance satisfaction and drive sales
• Escalate unresolved customer or system issues to leadership and participate in troubleshooting as needed
• Identify trends in service or system issues and contribute to team discussions for process improvement
• Support cross-training efforts within the eCommerce and customer service teams, including handling online orders and phone support
• Stay current with company policies, system updates, standard operating procedures (SOPs), and compliance requirements

Education:

• High school diploma or GED

Experience and/or Training:

• 1-2 years of customer service experience, preferably in an eCommerce or order entry role
• Familiarity with order management systems (e.g., SEOM) and CRM tools
• Proficiency using POS or SEOM for order entry (e.g., JDE or similar)
• Familiarity with basic inventory and fulfillment processes

License/Certification:

• None required

Knowledge, Skills, and Abilities:

• Customer-focused attitude with a problem-solving mindset
• Basic computer proficiency and the ability to learn new systems quickly
• Strong communication and customer service skills
• High attention to detail and commitment to order accuracy
• Ability to multitask in a fast-paced counter environment
• Comfort navigating technical product details and guiding purchasing decisions

Education:

• Bachelor or Associate Degree

Experience and/or Training:

• Experience in an automotive, industrial, or parts-based environment
• Previous experience supporting both walk-in and phone-based sales channels
• Knowledge of automotive or industrial product lines
• Familiarity with eCommerce order flows or online inventory systems
• Experience supporting B2B customers in a digital environment
• Bilingual communication skills
• Prior experience with ERP or order fulfillment systems

Physical, Mental, Environmental Demands:

• Frequent sitting; occasional walking, standing, and reaching
• Regular data entry and screen usage for extended periods
• Requires ability to follow written and verbal instructions, maintain focus on customer needs, and adapt to changing priorities
• Regular interaction with customers and team members in a remote or office-based environment
• Standard office environment with minimal exposure to physical risks
• Occasional lifting up to 50 lbs., reaching, and bending when retrieving items or restocking

At Ascentek, we are committed to providing accurate and up-to-date information about our career opportunities. For the most accurate job descriptions, salary details, and benefit information, we encourage you to visit our official careers page at https://www.ascentek.com/careers/.

Ascentek is an Equal Employment Opportunity/Affirmative Action Employer. Qualified applicants including women, minorities, veterans, and individuals with disabilities are encouraged to apply.