Customer Service and Product Support Specialist

Paddock; Torrance (CA); On-site; USD 42,000 - 62,000; Full time

Job summary

Alpinestars, based in Torrance, CA, seeks a customer service specialist to be the voice of the brand for online customers and retail partners. You will address questions about product performance, fitment, usage, and warranty, helping maintain a smooth customer journey.

You will collaborate with internal teams to process service cases and ensure accurate product data across our eCommerce platforms. This role requires at least 1 year in customer service, proficiency in Excel and CRM tools like

Qualifications

• Experience in customer service or product support.
• Proficiency in Excel, Word, and Outlook.
• Experience with Salesforce CRM.
• Familiarity with Shopify and Gorgias.
• Experience with ERP systems (Full Circle).
• Excellent written and verbal communication.

Responsibilities

• Respond to customer and dealer inquiries via phone, email with product and warranty focus.
• Handle product support cases including quality concerns and fit issues.
• Own cases from start to finish to ensure customer satisfaction.
• Document claims and track progress; coordinate with warranty, returns, sales, logistics.
• Assist customers with returns, exchanges, and order corrections in Shopify and internal systems.
• Collaborate with product, marketing, and service teams on specs and known issues.
• Identify trends in feedback to improve product performance and satisfaction.

Skills

Customer service

Communication

Attention to detail

Multitasking

Empathy

Independent work

Tools

Salesforce

Shopify

Gorgias

Full Circle ERP

Excel

Job description

Alpinestars is a world leader in protective gear, apparel, and technical equipment for motorsports and action sports. Our mission is to provide top-tier performance and safety products for both elite athletes and everyday riders. Behind every product we deliver is a commitment to service, integrity, and excellence.

Position Overview

• In this role, you will be the voice of Alpinestars to our online customers and retail partners. You will handle inquiries related to product performance, fitment, usage, and warranty claims, while helping maintain a seamless customer journey. You’ll work closely with internal teams to process service cases, resolve escalations, and ensure accurate product data across our eCommerce platforms.
• This position is ideal for a detail-oriented individual who thrives on delivering empathetic, efficient service and can confidently manage customer issues involving technical or performance-based products.

Key Responsibilities

• Provide professional, timely responses to customer and dealer inquiries via phone, email, and Salesforce with a focus on product-related issues, warranty claims, and post-purchase support.
• Intake and resolution of product support cases, including quality concerns, fit issues, and performance feedback.
• Exhibits strong ownership and follow-through, managing cases from initiation to resolution while maintaining high customer satisfaction.
• Accurately document claims, track case progress, and coordinate with internal departments (warranty, returns, sales, logistics) for resolution.
• Assist customers with returns, exchanges, and order corrections using Shopify and other internal systems.
• Collaborate with product, marketing, and service teams to stay up to date on product specifications, updates, and known issues.
• Proactively identify trends in customer feedback and elevate concerns that may impact broader product performance or customer satisfaction.
• Generate and maintain service and claims reports to assist team leaders in continuous process improvement.

Qualifications

• Minimum 1 year of experience in a customer service or product support role, preferably in consumer goods or technical equipment.
• Highly proficient in Microsoft Excel, Word, and Outlook; experience with CRM tools (Salesforce).
• Highly proficient with Ecommerce tools (Shopify, Gorgias), and ERP systems (Full Circle).
• Strong communication and writing skills with the ability to explain technical product issues clearly and professionally.
• High attention to detail with the ability to manage sensitive cases empathetically and diplomatically.
• Strong organizational skills and the ability to manage multiple priorities simultaneously.
• Collaborative mindset with the initiative to work independently when needed.
• Familiarity with product claims, warranty processes, or technical troubleshooting.
• A passion for motorsports, technical gear, or action sports is strongly desired, as it helps connect with our customer base.