Consumer Service Representative

Britax Child Safety; Charlotte (NC); On-site; USD 42,000 - 44,000; Full time

Job summary

Britax Child Safety is seeking a Consumer Service Representative to support consumers with sales, warranty, recalls, and product questions. The role involves answering calls and emails, resolving inquiries, and delivering high-quality service in a fast-paced environment.

Responsibilities include processing sales orders, managing warranty cases, and staying updated on product knowledge. Training and development are provided to enhance customer interactions and product understanding.

Qualifications

• Knowledge base navigation and basic product knowledge are essential.
• Experience with inventory lookup and sales order/warranty processing is required.
• Excellent phone and email communication skills are expected.

Responsibilities

• Provide service via phone and email during consumer communications.
• Assist with sales, warranty, recall, and product support.
• Participate in training and education programs related to the role.
• Handle multiple tasks in a fast-paced environment.
• Support team members and complete special projects as assigned.

Skills

Knowledge base navigation

Basic product knowledge

Inventory lookup

Sales order processing

Warranty case processing

Phone and email inquiries

Tools

GoToAssist

AX 2012

Job description

At Britax, we’ve been protecting children on the road since 1966. Our mission is to provide safe, comfortable, sustainable, and easy-to-use child mobility solutions. From our very first child car seat to today’s innovative range, we’ve helped protect millions of children around the world on their journeys.

With over 50 years of industry leadership, we’re proud to empower parents through our expertise – giving them the confidence and peace of mind to enjoy smooth, safe family travel every day. Our products deliver premium safety, comfort, and quality at every stage of childhood, from newborn to 12 years.

Our team is dedicated to working together to drive innovation and uphold the highest standards of safety and quality.

Driven by our values – Care, Trust, and Curious – we continuously strive to improve and make a positive impact, not only by protecting children but also the world they grow up in.

Join US

We’re looking for passionate, qualified people who share our vision that every child has the right to be safe. Join us in shaping the future of child mobility – and help us protect what matters most.

POSITION TITLE

Consumer Service Rep

DEPARTMENT

Consumer Services (CQS)

REPORTS TO

Consumer Services Manager

WAGE RANGE

$20-$21 per hour

POSITION OBJECTIVE:

The Consumer Service Representative is a member of the Consumer Services team, providing service to consumers from entry to high complexity levels, supporting team members, and consistently delivering quality work. The role assists consumers with sales, warranty, recall, and product support.

DUTIES & ACCOUNTABILITIES:

• Provides service through incoming consumer communications as necessary, including phone and email.
• Executes special projects as assigned to accomplish objectives determined by management.
• Multi-tasks effectively in a fast-paced, dynamic environment.
• Participates in a continuous, self-motivated learning process to acquire product knowledge.
• Participates in training and education programs relevant to the industry and position.
• Performs other duties as assigned.

COMPETENCIES, KNOWLEDGE & SKILLS:

Specific Experience / Skill Sets

• Knowledge base navigation
• Basic product knowledge
• Inventory lookup
• Sales order processing
• Warranty case processing
• Handling sales, recall, and warranty inquiries by phone and email

Skills and Attributes

• Computer and data entry skills, including Microsoft Office (Word, Excel, PowerPoint, etc.).
• Experience with GoToAssist and AX 2012.
• Good verbal and written communication skills.
• Ability to process and communicate technical information.
• Ability to communicate across all levels, including leadership, consumers, and associates.

Experience Required

• Customer service experience in a call center environment.