Customer Service Representative

Icon Vehicle Dynamics LLC; Riverside (CA); On-site; USD 38,000 - 64,000; Full time

Job summary

Icon Vehicle Dynamics LLC is seeking a Customer Service Representative to protect the customer experience and support revenue in the off-road performance space. You will be the primary contact for dealers, distributors, and end users, handling inquiries, warranty questions, RGAs, and order status updates.

This role emphasizes accuracy, strong communication, and coordination with Shipping, Accounting, Purchasing and other teams to resolve issues and maintain records.

Qualifications

• Minimum 1 year of customer service experience in a medium or large organization.
• Proficiency in Microsoft Office (Excel, Outlook, Word).
• Experience using an ERP system.
• Experience using a CRM system.

Responsibilities

• Answer incoming calls and make outbound calls to address and resolve customer inquiries and concerns related to off-road and suspension products.
• Handle warranty questions, RGAs, call tags, and e-catalog matters.
• Support dealers and customers with product information, order status updates, and technical coordination as needed.
• Create and maintain internal reports including sales spreadsheets, returns documentation, international shipping documents, and UPS tracking information.
• Review records and documentation to resolve issues accurately.
• Follow up with customers to ensure full resolution and satisfaction.

Skills

Customer service

Phone etiquette

Communication

Organization

Education

High school diploma

Tools

Microsoft Office

ERP system

CRM system

Job description

Why This Role Matters

The Customer Service Representative (CSR) plays a critical role in protecting the customer experience and supporting revenue within the off-road performance industry. This position serves as a key point of contact for dealers, distributors, and end users who rely on our suspension and off-road products. Success in this role directly impacts customer retention, operational efficiency, and brand reputation in a highly passionate and product-driven market.

Who This Role Is a Good Fit For

• Professionals who thrive in a high-volume environment and enjoy solving problems
• Individuals with an interest in off-road vehicles, suspension systems, or automotive performance products
• Detail-oriented team players who take pride in accuracy and follow-through
• Strong communicators who are confident on the phone and in writing
• Individuals who can prioritize, stay organized, and manage multiple tasks simultaneously

Who This Role Is Likely Not a Fit For

• Those who prefer slow-paced or low-interaction roles
• Individuals who struggle with multitasking or meeting deadlines
• Those uncomfortable with frequent phone communicationCandidates with no interest in automotive or off-road products
• Individuals who prefer working independently without cross-functional coordination

Key Responsibilities

• Answer incoming calls and make outbound calls to address and resolve customer inquiries and concerns related to off-road and suspension products
• Handle warranty questions, return goods authorizations (RGAs), call tags, and e-catalog matters
• Support dealers and customers with product information, order status updates, and technical coordination as needed
• Create and maintain internal company reports including sales spreadsheets, returns documentation, international shipping documents, and UPS tracking information
• Review records, correspondence, and related documentation to resolve issues accurately
• Follow up with customers to ensure full resolution and satisfaction
• Communicate and coordinate with Shipping/Receiving, Accounting, Purchasing, and other departments to address customer requests
• Apply company policies and procedures consistently when resolving customer issues
• Maintain accurate data entry and documentation within internal systems

Requirements

Required Qualifications

• High school diploma or equivalent
• Minimum 1 year of customer service experience in a medium or large organization
• Proficiency in Microsoft Office (Excel, Outlook, Word)
• Experience working within an ERP system
• Experience using a CRM system
• Strong organizational, communication, and problem-solving skills
• Exceptional phone etiquette
• High level of accuracy and attention to detail
• Ability to prioritize and manage multiple assignments while meeting deadlines
• Comfortable using computer systems, 10-key, telephone, copier, and other standard office equipment
• Ability to work in a fast-paced environment with occasional overtime

Preferred Qualifications

• Experience in the automotive, powersports, or off-road performance industry
• Familiarity with suspension systems, lift kits, shocks, or related off-road components

What Success Looks Like in the First 90 Days

• Demonstrates a strong understanding of company products, policies, and procedures
• Develops working knowledge of off-road suspension and related product lines
• Handles customer inquiries independently with minimal escalation
• Maintains accurate documentation and reporting
• Builds effective working relationships with cross-functional teams
• Contributes to improved response times and customer satisfaction

Why Work Here

We operate in the off-road performance space — an industry driven by innovation, craftsmanship, and a loyal enthusiast community. If you enjoy working around high-performance vehicles, suspension systems, and customers who are passionate about their builds, this is an opportunity to be part of a team that takes pride in quality and service.

Physical / Work Environment

This role is primarily office-based. The position requires extended periods of sitting, frequent computer use, and consistent phone communication. Occasional overtime may be required to meet business demands.