eCommerce Product & Customer Support Specialist

Alpinestars; Torrance (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

Alpinestars is seeking a Customer Service & Product Support Specialist for the eCommerce division. You will be the voice of the brand, handling inquiries about product performance, fitment, usage, and warranty claims, coordinating with internal teams for timely resolution.

In this role you will document cases in Salesforce, assist with returns and order corrections via Shopify, and work with warranty, logistics, and sales to maintain a smooth customer journey.

Qualifications

• Minimum 1 year of customer service or product support experience.
• Proficient in Microsoft Excel, Word, and Outlook; Salesforce experience.
• Proficient with ecommerce tools (Shopify, Gorgias) and ERP systems (Full Circle).
• Strong communication and written skills for technical issues.
• Attention to detail and ability to handle sensitive cases empathetically.
• Strong organizational skills and ability to manage multiple priorities.
• Collaborative mindset and ability to work independently.
• Familiarity with product claims, warranty processes, or basic troubleshooting.
• Passion for motorsports or action sports is a bonus.

Responsibilities

• Provide professional, timely responses to customer and dealer inquiries by phone, email, and Salesforce about product issues, warranties, and post-purchase support.
• Accept and resolve product support cases, including quality, fit, and performance feedback.
• Document claims accurately, track progress, and coordinate with warranty, returns, sales, and logistics.
• Assist customers with returns, exchanges, and order corrections using Shopify and internal systems.
• Collaborate with product, marketing, and service teams to stay updated on specs and known issues.
• Identify trends in feedback and elevate concerns impacting product performance or customer satisfaction.
• Generate and maintain service and claims reports for team leaders.

Skills

Excel

CRM Salesforce

Shopify

Gorgias

Full Circle ERP

Communication

Attention to detail

Multitasking

Team collaboration

Tools

Shopify

Gorgias

Salesforce

Full Circle ERP

Job description

Alpinestars is seeking a Customer Service & Product Support Specialist for the eCommerce division. You will be the voice of the brand, handling inquiries about product performance, fitment, usage, and warranty claims, coordinating with internal teams for timely resolution.

In this role you will document cases in Salesforce, assist with returns and order corrections via Shopify, and work with warranty, logistics, and sales to maintain a smooth customer journey.