Customer Service Representative

Benefits:

• Company parties
• Dental insurance
• Employee discounts
• Health insurance
• Opportunity for advancement
• Paid time off
• Vision insurance
  
  
  

About Fat Fender Garage

Fat Fender Garage is a leading custom truck builder specializing in high-end Ford F-100 and Bronco restorations, custom chassis, interiors, and performance parts. Our team is passionate about creating world-class vehicles and delivering an unmatched customer experience. We’re growing quickly and looking for a motivated Customer Service Representative to join our team.

Position Overview

As a Customer Service Representative at Fat Fender Garage, you’ll serve as the primary point of contact for our diverse clientele, including builders, hobbyists, and classic vehicle enthusiasts nationwide, delivering exceptional support and fostering lasting relationships. You’ll answer product questions, help customers with orders, troubleshoot issues, and provide updates on builds and parts. This role is key in ensuring every interaction reflects our commitment to quality, expertise, and exceptional service. The ideal candidate will have a passion for classic vehicles, excellent communication skills, and a commitment to delivering exceptional customer service in a fast-paced environment.

Key Responsibilities

• Customer Interaction: Handle inbound and outbound calls, emails, and in-person inquiries, addressing customer questions, concerns, and requests promptly and professionally.
• Order Processing: Assist with order entry, processing, and tracking for custom parts, accessories, and vehicle builds, ensuring accuracy and timely communication.
• Client Support: Provide detailed information about Fat Fender Garage’s products, services, and build processes, including Coyote swaps, custom chassis, and restoration packages.
• Build Progress Updates: Serve as the primary client liaison by providing clear, professional weekly updates on build progress, ensuring customers are informed and engaged throughout the project lifecycle.
• Issue Resolution: Diagnose customer issues, recommend appropriate solutions, and coordinate with the technical team to ensure client satisfaction.
• Project Management Collaboration: Partner closely with Project Management to field client questions, resolve concerns, and coordinate accurate information flow between the shop floor and the customer.
• Sales Support: Collaborate with the sales team to engage customers, understand their needs, and promote products/services to drive sales.
• Upselling/Cross-Selling: Identify opportunities to upsell or cross-sell relevant parts and accessories to enhance customer projects and satisfaction.
• Brand Ambassador: Act as a brand ambassador, ensuring customers feel valued and supported throughout their experience with Fat Fender Garage.
• Record Keeping: Maintain accurate records of customer interactions, orders, and service requests using our CRM and point-of-sale systems.
• Billing Transparency: Maintain transparent communication regarding billing by reviewing invoices, explaining charges, and proactively addressing any discrepancies to build trust and confidence with clients.
• Event Coordination: Assist with customer-related aspects of national event travel, such as coordinating with clients attending shows and ensuring their needs are met.
• Team Collaboration: Work closely with technicians, fabricators, and procurement staff to ensure seamless communication and project updates for clients.
  
  
  

Qualifications

• Experience: Minimum of 2 years in customer service, retail, or sales, preferably in the automotive industry. Experience with classic vehicles or hot rod culture is a plus.
• Automotive Knowledge: Familiarity with automotive parts, systems, and components, particularly related to classic trucks and custom builds.
• Technical Proficiency: Comfortable using CRM systems, email platforms, and order management software. Working knowledge of Microsoft Office is a plus.
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical details to non-technical customers.
• Problem-Solving: Strong ability to think on your feet, diagnose issues, and provide effective solutions in a fast-paced environment.
• Team Player: Ability to collaborate with a diverse team and contribute to a positive, team-oriented culture.
• Passion: Enthusiasm for classic trucks, hot rods, and the automotive restoration industry.
• Non-Technical Position: This is a non-technical role focused on customer service, though familiarity with automotive concepts is advantageous.