Customer Service Representative (WR Performance Products)
Customer Service Representative (WR Performance Products)
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Job Description
About Us
WR Performance Products is a fastgrowing eCommerce brand that designs manufactures and distributes a premium line of automotive detailing products. Selling directtoconsumer we take pride in delivering highquality products and exceptional service to automotive enthusiasts nationwide.
Position Overview
We are seeking a highly communicative tactful and detailoriented Customer Service Representative to manage our customer service email and ensure a toptier experience for our customers. You will be the frontline of our brandresponsible for addressing customer inquiries resolving product and order issues and helping our customers feel supported and valued.
The ideal candidate is empathetic able to communicate effectively in tense situations and with difficult personalities solutionsoriented and able to balance customer satisfaction with our internal policies and fiscal responsibility. The ideal candidate finds comfort in routine work and enjoys a work environment that keeps them busy.
Key Responsibilities
Customer Service Support
- Monitor and respond promptly to customer service emails and inquiries.
- Resolve customer issues efficiently including product concerns damaged shipments and order discrepancies.
- Manage returns replacements and refunds in line with company policy.
- Maintain accurate records of customer interactions issues and resolutions.
Operations Support
- Collaborate with the fulfillment and operations teams to resolve order and shippingrelated concerns.
- Escalate issues when appropriate while ensuring a seamless handoff and continued customer satisfaction.
- Provide feedback on common customer pain points to help improve internal processes.
Qualifications
- 12 years of experience in a customer service role (eCommerce or DTC preferred).
- Excellent written communication skills and a natural ability to empathize with customers.
- Experience using customer service platforms (e.g. HubSpot Tidio Zendesk Gorgias Freshdesk) is a plus.
- Demonstrated ability to handle high volumes of email inquiries with professionalism and accuracy.
- A problemsolver mindset with sound judgement and an eye for costeffective solutions.
- Knowledge or interest in automotive or detailing products is a bonus.
What Success Looks Like
- Customers consistently feel heard valued and supportedeven when things dont go perfectly.
- Company policies are upheld without sacrificing customer loyalty.
- Issues are resolved swiftly with minimal cost to the company and maximum satisfaction for the customer.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
