Customer Experience Specialist - Remote
APEX Race Parts, United States
Job Description
As a Customer Experience Specialist, you’ll play a vital role in bridging the gap between our Sales and Customer Service teams and supporting company growth? You’ll work on the front lines in a fast-paced environment interacting with track enthusiasts and racers daily. Your objective is to respond to customer inquiries and provide the world-class customer service that APEX is known for.
The majority of your interactions will be via email, over the phone, and other similar platforms. Although you’ll take pride in your one-on-one customer interactions, real success will come from your ability to identify shortcomings of our current systems and processes and help management implement new efficient and effective solutions to improve the customer experience. You will have a front-row seat to how the company functions from the inside out. This role has the opportunity to advance into other departments within APEX.
Responsibilities
- Help customers place new orders and edit existing orders.
- Process returns, exchanges, warranties, and refunds.
- Review online orders for potential fraud or other issues prior to their release.
- Provide customers with status updates, and follow up on backorders.
- Use our CRM to track and process all customer questions and issues until they’re solved.
- Use our project management tools to stay organized and to collaborate with coworkers, especially Fitment Experts, Fulfillment and Production teams.
- Help create a white glove customer experience by creating new articles and guides related to all APEX post-sale customer matters.
- Be our customers’ advicate and represent their pain points as APEX expands within our communities.
- Learn to support additional products as the catalog expands.
- Proactively communicate customer concerns, trends, issues, and make recommendations for improvements.
- Align all communications with brand standards.
Requirements
- Demonstrable experience providing excellent customer service via phone, email, and other communication methods.
- Track experience isn't required, but a passion and understanding of the motorsports world is a big plus.
- Skilled in technical and/or creative writing.
- Articulate with extremely clear written and verbal communication skills. Grammar fanatics are welcome.
- Proficient in Google Suite, MS Office, Mac OS and has experience interacting via online forums
- Experience with NetSuite, Zendesk, and other ERPs or Ticketing systems is a plus.
- Experience with Sanity content management is a plus.
- Equipped with marketing street smarts so that all public communication represents the brand’s standards.
- Comfortable wearing multiple hats and collaborating across departments.
- Comfortable with telecommuting and skilled at staying focused and motivated from home.
Cover Letter Requirement: When submitting your application, please write about the following topic in your cover letter: What makes you uniquely qualified to give advice to customers looking for help getting their car ready for their next motorsport event? What have you done over the past year to be active in motorsports community?
Benefits
- Full-time position, $40k - $50k depending on experience.
- Employee Medical, dental, vision benefits.
- Spouse and dependent Medical benefits.
- 401k with employer matching.
- Stock options.
- Vacation and Holiday pay.
- Fully remote telecommuting supported from anywhere in the USA.
- Support your track addiction with reimbursements for HPDE and autocross event registration fees.
- Casual in-office dress environment where T-shirts, jeans, and shorts are welcome.
- Get employee discounts and freebies on APEX products and schwag.
- Participate in company activities including karting, spectating at races, track days, and more.