Customer Service Representative

Poly Performance, Inc.; San Luis Obispo (CA); On-site; USD 36,000 - 48,000; Full time

Job summary

Poly Performance, Inc. in San Luis Obispo, California is seeking a Customer Service Representative to deliver top-tier service in a fast-paced, knowledge-driven environment. You will handle phone lines from 8am to 5pm, respond to emails, and assist customers with order status and product information.

You will collaborate with warehouse and IT to ensure timely order fulfillment and accurate website content, with a focus on upholding our high standards of customer satisfaction.

Qualifications

• High school diploma required.
• Technical knowledge of vehicles and products.
• Ability to lift up to 70 lbs and to sit, stand and walk throughout shift.

Responsibilities

• Maintain high levels of customer satisfaction.
• Staff phone lines 8am–5pm, Monday–Friday.
• Answer email and voicemail promptly and professionally.
• Use basic computer skills and read/update spreadsheets.
• Communicate with customers and staff effectively.
• Notify web customers of order status/backorders.
• Edit and maintain web pages with updated information.
• Coordinate with warehouse to ensure timely order dispatch and returns.

Skills

Technical Knowledge of vehicles and //

Follow oral and written work instruc

Ability to work with team

Lifting up to 70 lbs

Sitting/standing/walking during shift

Education

High school diploma

Job description

Poly Performance, Inc. is a leading online distributor of performance off-road vehicle parts and accessories. Our team is driven by a shared passion for innovation, craftsmanship, and helping enthusiasts build some of the most capable and exciting off-road vehicles in the world. Based in San Luis Obispo, California, we operate out of a modern 30,000-square-foot facility that supports our warehouse, operations, and staff. At Poly Performance, we take pride in combining industry expertise with outstanding customer service to deliver the best products and experiences to the off-road community.

About the Role

The Customer Service Representative is a motivated individual who will be capable of delivering top-notch service and possessing clear communication. Our customers have high expectations for customer service, and we pride ourselves on the knowledge base we have. We provide all the tools you will need and a positive, fun, and dynamic environment to work in. Candidates with off-road and automotive knowledge are preferred, but not required.

Responsibilities

• Maintain high levels of customer satisfaction.
• Staff phone lines from 8am to 5pm, Monday-Friday.
• Answer email and voicemail correspondence in a prompt, professional manner.
• Use basic computer skills, and ability to read and update spreadsheets.
• Ability to communicate with customers and staff.
• Notify web customers of order status, backorders, or availability issues.
• Demonstrate superior customer service and ability to minimize order cancellations.
• Edit and maintain web pages to reflect updated information.
• Communicate effectively with warehouse regarding sales to ensure orders go out in a timely fashion; communicate returns as well.
• Participate in pushing brand and product sales promotion campaigns.
• Participate in video-based product demonstrations.
• Communicate with IT to ensure maximum website functionality, identifying errors or discrepancies.

Qualifications

• High school diploma.

Required Skills

• Technical Knowledge of vehicles and its products.
• Follow oral and written work instructions.
• Ability to work with team.
• Lifting and moving up to 70 lbs.
• Sitting and standing and walking throughout your shift.

Preferred Skills

• Customer service experience of at least 2 years, preferably in an e-commerce environment.
• Able to understand and follow oral or written work instructions.
• Good interpersonal communication skills.
• Basic computer skills, ability to read and update spreadsheets.Able to work as a team with co-workers.
• Able to sit or stand and walk throughout the scheduled work shift.
• Able to lift and/or move up to 70 lbs.
• Demonstrates broad technical knowledge of vehicles and products we sell.
• Automotive knowledge preferred.
• A passion for off-roading or the auto industry.
• Experience in NetSuite.
• E-commerce experience preferred.

Equal Opportunity Statement

Poly Performance is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

At-Will Employment

This job description does not constitute a contract of employment, nor is it intended to restrict initiative. Employment with Poly Performance is at will and may be terminated by either the employee or employer at any time, with or without cause or notice, in compliance with California law. Duties may be adjusted or changed at any time by the CEO based on business needs.

California Employee Protections

This position is subject to California’s Paid Sick Leave law and other state-mandated employee benefit programs, including but not limited to California Family Rights Act (CFRA), Paid Family Leave (PFL) and State Disability Insurance (SDI).

Work Authorization

Applicants must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Offer of employment may be subject to background verification.