Customer Service Representative

TC Bros.; Archbold (OH); On-site; USD 2,066,000 - 3,031,000; Full time

Benefits offered by this job

Health insurance

401K with employer match

Paid holidays

Casual dress code

Job summary

TC Bros. is seeking a 1st Shift Customer Service Representative to join our Archbold, OH facility. You will be the primary contact for customers and dealers, handling orders, inquiries, and product information for motorcycle parts and accessories.

The role emphasizes strong communication, problem solving, and teamwork to ensure accurate, timely delivery and high customer satisfaction in a fast-paced, e-commerce oriented environment.

Qualifications

• High school diploma or equivalent G.E.D.
• 1–3 years of customer service experience, preferably in manufacturing, automotive, or powersports industries.
• Proficient with Microsoft Office or equivalent software.
• Ability to multitask and work effectively in a fast-paced environment.
• Strong verbal and written communication skills.
• Must be able to follow detailed instructions.
• Must be authorized to work in the US.
• Emphasizes personal and professional growth. Keep knowledge and skills current.
• Able to read and write in English.
• Must be able to perform basic physical tasks including lifting up to 70 pounds.

Responsibilities

• Respond to customer inquiries via phone, email, and online channels regarding products, pricing, availability, orders, warranties, and returns.
• Process customer orders, exchanges, and returns accurately and efficiently.
• Assist customers in identifying the correct motorcycle parts and accessories based on make, model, and year.
• Order entry and modification for in-person and e-commerce sales.
• Resolve customer issues promptly while maintaining a professional and positive experience.
• Collaborate with shipping, receiving, and production teams to ensure order accuracy and timely fulfillment.
• Raise customer concerns to the engineering and management team to ensure prompt resolution.
• Stay current on product knowledge, new product releases, and company policies.
• Support dealers and distributors with order-related questions.
• Meet established service level goals for response time, quality, and customer satisfaction.
• Support other departments as time allows, directed by your supervisor.

Skills

Customer service

Communication skills

Multitasking

Attention to detail

Problem solving

Teamwork

Education

High school diploma

Tools

Zendesk

Zoho

Gorgias

Font

SAP

Oracle

NetSuite

Magento

Shopify

BigCommerce

Job description

TC Bros. is a rapidly growing, family owned, e-commerce focused company seeking a 1st Shift (8am-4:30pm ET) Customer Service Representative to join our team at our newly renovated facility in Archbold, OH. Founded in 2006, TC Bros. is a manufacturer of aftermarket motorcycle products and accessories. Compared to many larger corporations, our tight-knit company offers you the opportunity to make a real impact and not end up feeling like "just a number".

Job Summary

The Customer Service Representative serves as the primary point of contact for customers and dealers, providing exceptional support related to motorcycle parts, accessories, and product inquiries. This role is responsible for processing orders, resolving customer concerns, providing product information, and coordinating with internal departments to ensure accurate and timely delivery of products. The ideal candidate combines strong communication and problem-solving skills with a commitment to customer satisfaction and an interest in the powersports industry.

Primary Responsibilities

• Respond to customer inquiries via phone, email, and online channels regarding products, pricing, availability, orders, warranties, and returns.
• Process customer orders, exchanges, and returns accurately and efficiently.
• Assist customers in identifying the correct motorcycle parts and accessories based on make, model, and year.
• Order entry and modification for in-person and e-commerce sales.
• Resolve customer issues promptly while maintaining a professional and positive experience.
• Collaborate with shipping, receiving, and production teams to ensure order accuracy and timely fulfillment.
• Raise customer concerns to the engineering and management team to ensure prompt resolution.
• Stay current on product knowledge, new product releases, and company policies.
• Support dealers and distributors with order-related questions.
• Meet established service level goals for response time, quality, and customer satisfaction.
• Support other departments as time allows, directed by your supervisor. Such as: Process, package, and ship orders accurately, organize stocks, cycle count, label, and maintain inventory, inspect products for defects and damages, organize warehouse space, etc.

Qualifications

• High school diploma or equivalent G.E.D.
• 1–3 years of customer service experience, preferably in manufacturing, automotive, or powersports industries.
• Proficient with Microsoft Office or equivalent software.
• Ability to multitask and work effectively in a fast-paced environment.
• Strong verbal and written communication skills.
• Must be able to follow detailed instructions.
• Must be authorized to work in the US.
• Emphasizes personal and professional growth. Keep knowledge and skills current.
• Able to read and write in English.
• Must be able to perform basic physical tasks including lifting up to 70 pounds.
• Must be able to sit or stand for extended periods of time.
• Must possess manual dexterity necessary to complete assigned tasks.
• Customer-focused
• Demonstrate a high sense of urgency in all Customer matters
• Strong problem-solving and conflict-resolution abilities.
• Exceptionally organized with strong attention to detail
• Works well independently as well as in team environments

Preferred Skills

• Previous experience with Customer Service software (Zendesk, Zoho, Gorgias, Font).
• Experience interpreting parts catalogs or exploded-view diagrams.
• Previous experience with ERPs (SAP, Oracle, NetSuite preferred)
• Previous website experience with Magento, Shopify, Big Commerce or equivalent.
• Knowledge of motorcycles, motorcycle parts, or the powersports industry is highly preferred.

Salary and Benefits

• Competitive salary based on experience
• Health insurance, dental, vision, short and long term disability
• Company funded life insurance
• 401K with employer match
• Paid holidays, sick time, vacation time
• Casual dress code
• This is a full time, permanent position