Off-Road Customer Success Specialist

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

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.