Job Description

Customer Care Representative – Level 1
Location: Whittier, CA, 90601
Salary Range: $20.56 – $22.00 Hourly

We are seeking a Customer Care Representative to join our team at our Los Angeles distribution center. The ideal candidate is experienced, organized, detail-oriented, and has excellent communication skills. You should be able to work independently, have strong computer skills, be a team player, and maintain a positive attitude in a fast-paced environment.

Job Purpose:
Provide outstanding customer service by understanding company goals and departmental objectives. Demonstrate commitment to quality to exceed client expectations and ensure service levels are met. Build strong working relationships both internally and externally while delivering an excellent end-to-end customer experience.

Essential Duties and Responsibilities:

Respond to general customer inquiries via email and phone.
Demonstrate product knowledge and skills required to perform job functions.
Use electronic catalogs and company website effectively.
Navigate internal systems (e.g., AS400).
Support customer care operations for dealers and territory managers.
Process demo requests and track order status.
Check inventory and provide product information and pricing.
Process credits, return authorizations, and factory chargebacks.
Handle Parts Express, warranty, and replacement orders.
Submit order changes or cancellations with supervisory assistance.
Process order addendums and track shipments.
Research and resolve customer inquiries.
Review daily reports and adhere to department guidelines.
Participate in daily check-ins with Customer Care Supervisor and weekly team meetings.
Maintain open issue logs and escalate unresolved issues to supervisor.
Attend training meetings and support team initiatives.
Perform other duties as assigned.

Qualifications:

High school diploma or GED; or one to three months related experience/training; or equivalent combination of education and experience.
Strong verbal, written, and email communication skills.
Ability to read, analyze, and interpret general business materials, technical procedures, or regulations.
Ability to write reports, correspondence, and procedure manuals.
Comfortable presenting information and responding to questions from managers, clients, customers, and the public.
Ability to perform calculations such as discounts, percentages, and volumes.
Strong problem-solving skills with the ability to collect data, establish facts, and draw valid conclusions.
Ability to interpret technical instructions and manage multiple variables.
Proficiency with Microsoft Office programs (Excel, Word, etc.).