Customer Service Representative - Auto Part Returns (Lenexa, KS) - Turn5, Inc.

WHO IS TURN5?

Turn5 is one of the largest and fastest growing e-commerce retailers in the Greater Philadelphia area.  Best known for our award-winning e-commerce platforms, AmericanMuscle.com, ExtremeTerrain.com, and AmericanTrucks.com, we’ve been engaging muscle car, truck, and off-road enthusiasts with exceptional products, services, and experiences since 2004. With the acquisition of Eckler’s in 2022, a pioneer in classic car restoration & modification for over 60 years, Turn5’s catalog of brands has expanded to now offer aftermarket automotive products for vehicles as classic as the Model T.

Our purpose, however, extends beyond selling car parts. We have a commitment to creating meaningful customer experiences at every step of their journey. Whether it’s supplying a unique product that customizes the look and feel of their ride, providing thousands of educational videos for the DIYer or leveraging user generated content to inspire even the most experienced owner, we are obsessed with ensuring we reach as many like-minded gearheads across the globe.

POSITION SUMMARY

Under the direction of the Sales Management Team, the Tech Support Specialist aids our customers through their automotive accessories pre-purchasing & post-purchasing experience. Essential in assisting with and mitigating customer returns through troubleshooting, product education, and vendor outreach and issue resolution. This position will also assist the Warehouse Team with onsite order pulling and inspection. 

QUALIFICATIONS

• Education: High school diploma or an equivalent combination of education and experience.
• Advanced and/or expert automotive knowledge. Extensive and advanced understanding of automotive parts and accessories in most, if not all, supported vehicles.
• Ability to maintain professionalism and use tact when dealing with difficult customers
• Ability to demonstrate basic material handling, packaging, and warehouse equipment skills.
• Proficiency in computer keyboarding and internet skills (i.e., Microsoft Word, Excel) 
• Excellent organizational skills with the ability to handle multiple tasks simultaneously.
• Oral and written communication, interpersonal skills.
• Ability to prioritize workload and meet deadlines.
• Upon hire, successful completion of the Turn5 customer service/sales new hire training program
• Bi-lingual a plus

PERKS & BENEFITS

• Health Insurance: Medical, dental, and vision coverage 
• Financial: 401(k)/Roth plans with generous company match!
• Work Life Balance: PTO (Paid Time Off), paid holidays, Paid Parental Leave, travel assistance & confidential life services (i.e., counseling, consultation & wellness services), YMCA membership reimbursements
• Automotive Enthusiast Program:
  • Employee Discounts - All Turn5 employees are eligible for up to 50% off products on our 4 websites: AmericanMuscle.com, ExtremeTerrain.com, AmericanTrucks.com, and Ecklers.com. Employees are also eligible for up to 20% off Special Orders from WheelPros and Turn14. 
  • Vehicle Mod Program - Own a vehicle we sell parts for? All Turn5 employees are eligible for an annual $250 reimbursement for designated products on AmericanMuscle.com, ExtremeTerrain.com, and AmericanTrucks.com to help you continuously mod one of your vehicles. 
  • Race Reimbursements - Love going to car shows and races? All Turn5 employees are eligible for annual reimbursements for car show registration/admission fees. 
• Additional Benefits: Health Flexible Spending Accounts (FSA) & Dependent Care Accounts (DCA), Short-Term Disability (100% covered!) & Voluntary Long-Term Disability, Basic Life/AD&D Insurance (100% covered - up to 1x annual salary!) & Voluntary Additional Life Insurance, Pet Insurance

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Takes incoming calls, text messages, emails, and chats concerning all automotive accessories from customers who are inquiring about our products or interested in returning product, inquiring about product installation, etc. in order to save the sale.
• Answers technical questions/educates internal representatives & customers, providing purchasing suggestions when necessary.
• Displays professional, courteous demeanor when interacting with internal representatives or customers. Provides prompt feedback and support to our customers and representatives.
• Has advanced knowledge of products and applications allowing for predictive troubleshooting, i.e., asking and answering questions the customer may not know.
• Contacts vendors and/or manufacturers when necessary to assist with technical issues, shipments missing pieces, and/or potential issue resolutions.
• Handles escalated customer issues when appropriate.
• Efficiently enters and processes orders/returns.
• Builds rapport with customers to foster repeat business & own their experience with Turn5 up to and including service-related issues.
• Continues education through company sponsored programs, improving expertise in product knowledge as well as skills to communicate with and educate the staff members they are supporting most effectively.
• Meets performance expectations of the position regarding customer service quality, customer contacts, SLA times, etc.
• Notifies Sales leadership team of trends or problems encountered.
• Inspects inventory for accuracy and damages, reporting any discrepancies.
• Operates powered equipment as needed, including operation of a forklift.
• Participates in special projects and performs various other duties as assigned. 
  

ESSENTIAL JOB FUNCTIONS (As required by the Americans with Disabilities Act – To be performed with or without reasonable accommodation)

• Visual and hearing capability.
• Ability to sit for long periods of time.
• Ability to maintain attendance as defined by company policy.
• Ability to work under pressure in order to meet strict deadlines.
• Ability to operate general office equipment i.e. fax machine, photocopier, computer printer
• Ability to stand, bend, climb, crawl, lift up to 75lbs repeatedly, and perform repetitive motions during the shift.
• Ability to remain standing for extended periods and walk long distances for tasks.
• Ability to work in various temperatures.
  
• Additionally, your role with Turn5, Inc. is deemed a Customer Critical Role. In order to satisfy the constant demand of our consumer base, positions within Customer Critical Roles may be subject to alternative work schedules during times of unforeseen circumstances
  

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