What are the responsibilities and job description for the Performance & Motorsport Customer Service Representative position at Goodridge?

ABOUT GOODRIDGE

Goodridge is a UK-headquartered business, founded on a race heritage going back to 1969.

With sales offices in the US, alongside manufacturing plants in the US, Mexico and Europe, we are a profitable and fast-growing designer and manufacturer of premium brake, fuel, oil, and coolant fluid transfer lines serving customers across North America.

Our team, from sales, through design, to sourcing and manufacturing, are passionate about what they (we) do for our customers.

We partner with renowned 2- and 4-wheel race teams and constructors, aftermarket performance parts distributors, as well as global manufacturers of the world's most desired ultra-premium and super-car brands, as well as the world's leading aviation and defense businesses.

THE ROLE :

The Performance & Motorsport (P&M CSR) Customer Service Representative is responsible for focusing on assisting customers with inquiries related to high-performance automotive parts, accessories, and racing equipment. This position handles customer service inquiries and internal sales functions, ensuring all orders and issues are resolved promptly and in accordance with company quality standards. This role focuses on delivering exceptional customer service while maintaining efficiency in order processing and issue resolution.

Responsibilities / Duties / Functions / Tasks

G-Stop Issues :

Assist customers and the public with Motorcycle, Performance, and Motorsports applications.
Answer general product-related questions from customers and the public.

Customer Assistance :

Process customer orders, provide order status updates, advise on pricing and availability.

Handle customer complaints and manage product returns, including assigning RGA numbers and processing through the database.

Screen requests for new accounts and transfer to the appropriate salesperson.

Provide customers with product quotes.

Represent Goodridge at trade shows as required.

Technical Assistance :

Input customer orders, verify pricing, and determine product availability to establish due dates.

Differentiate orders for large Motorcycle, Performance, and Motorsports accounts as bulk or assemblies.

Order Acknowledgements :

Print, fax, or email Order Acknowledgements (OA), noting price discrepancies if necessary.

Scan and save OA for company records.

Product Availa bility :

Coordinate with purchasing to meet customer product requirements.

Check stockroom inventory and transfer products to the correct stockroom as needed.

Identify orders that can be de-allocated to prioritize earlier due dates.

Production Scheduling :

Work with planning teams to prioritize customer orders.

Expedite orders with short lead times.

Checking Order Status :

Provide order status updates to customers upon request.

Collaborate with shipping to ensure timely order fulfillment.

Notify customers about shipped products and provide packing slips.

Monitor open order reports to ensure no orders are lost in the system.

Periodic Responsibilities :

Process product returns, assign RGA numbers, and maintain the RGA database.

Support sales team with special projects, backorder reports, and catalog distribution.

Maintain and update customer information records.

Assist in creating new product kits as needed.

Support packaging department when necessary.

Assist Accounting :

Issue customer credits.

Assist with invoicing as needed.

Contact accounts payable to aid in past-due collections.

REPORTING CHANNEL

This position reports to the Director of Performance and Motorsports.

QUALIFICATIONS, EDUCATION, AND EXPERENCE to be considered for this role :

Associate's Degree or Equivalent

3 years' experience in a manufacturing or distribution environment

Minimum of 2 year's customer service experience.

ENVIRONMENT & PHYSICAL REQUIREMENTS :

Physical work location : Mooresville, North Carolina

Environment : Inside / Office

Physical activity : Sedentary with moderate walking

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Performance & Motorsport Customer Service Representative

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