Customer Service Representative

About the Role

The Customer Service Representative is a full-time, on-site position in Marion, SC, reporting to the Customer Service Manager. This role serves as a primary point of contact for boat dealers, boat owners, and internal departments regarding spare parts, technical product inquiries, account information, and after-sales support.

Key Responsibilities

• Respond to customer and dealer inquiries regarding products, services, spare parts, and account information.
• Provide professional customer support primarily through phone communication.
• Analyze and resolve customer concerns using established procedures and company systems.
• Coordinate with boat owners, dealers, and trade partners to fulfill spare parts requirements.
• Process spare part orders accurately and efficiently utilizing ERP systems and other internal technologies.
• Verify compatibility of parts with various boat models, brands, and production years.
• Monitor order status, back orders, and inventory while proactively communicating updates to dealers and customers.
• Liaise with Manufacturing and dealers to identify and resolve short shipments.
• Create and process shipping damage claims for service parts.
• Monitor and follow up on shipping damage claims through resolution.
• Assist the After-Sales Shipping Department and Warranty Department with spare parts requests.
• Assist dealers and customers with identifying replacement parts through part diagrams, schematics, catalogs, and technical resources.
• Escalate complex technical concerns to Engineering, Warranty, Manufacturing teams, or product support teams as appropriate.

Requirements & Tech Stack

• Customer service, communication, conflict resolution, and interpersonal skills.
• Proficient with Microsoft Office and basic computer systems.
• Order entry experience preferred.
• Basic knowledge of shipping and receiving processes.
• Strong attention to detail and accuracy in order processing and documentation.
• Ability to prioritize tasks, manage multiple responsibilities, and resolve issues effectively.
• Dependable, professional, adaptable, and team-oriented.
• HazMat and international shipping experience are a plus.

Qualifications

• High school diploma or GED required.
• Six (6) months to two (2) years of customer service, administrative support, retail, parts sales, or related experience preferred.
• Experience in marine, manufacturing, distribution, or customer support environments is strongly preferred.

Essential Functions

• Ability to sit, stand, and work at a computer for extended periods throughout the workday.
• Frequent use of telephones, computers, and standard office equipment.
• Ability to occasionally lift and move packages or materials up to 25 pounds without assistance.
• Must successfully pass a pre-employment background check.
• Must be able to handle varying degrees of stress.