Customer Service Representative

Dometic is a global market leader in the mobile living industry. Millions of people around the world use Dometic products in outdoor, residential, and professional applications. Dometic Vehicle Outfitters is a trusted provider of high-end products for overlanding vehicles in North America, Latin America, and the Caribbean. We are on a journey of continuous growth – now looking for our next star – a passionate Customer Service Representative (B2C) within our Sales capability. This position reports to E-Commerce Supervisor and will work at our Thousand Oaks, CA location.

About the position

As a Customer Service Representative (B2C) on the Sales team, you will deliver knowledgeable, professional, and friendly support to customers across multiple channels, including phone, email, and live chat. In this role, you will assist customers with product selection, sales inquiries, order processing, warranties, and shipping-related concerns. You will help ensure a positive customer experience by maintaining an organized and welcoming e-commerce experience while supporting day‑to‑day retail operations. Additionally, you may be asked to represent the brand at promotions, events, and industry expos to drive sales and increase engagement.

Your main responsibilities

• Assist customers with product selection, answering questions about off-road vehicles, parts, and accessories via the phone and CRM platforms.
• Promote and sell store products, offering product recommendations based on customer needs.
• Process sales transactions accurately and efficiently, including credit card payments, and refunds.
• Maintain in-depth knowledge of the store's product offerings, including off-road vehicles, parts, accessories, and maintenance items.
• Provide expert guidance on product features, compatibility, installation, and usage.
• Handle customer inquiries, complaints, and concerns in a calm, professional manner, ensuring timely resolution.
• Provides assistance and executes procedures for warranties and shipping damage and/or issues.
• Participate in store promotions, sales events, and marketing initiatives to attract new customers.
• Stay updated on industry trends, product innovations, and off-roading knowledge to better assist customers.
• Potential travel to assist with events such as Expos, shows and local gatherings. Selling products and representing the brand.

What do we offer?

You are offered an interesting role in a dynamic, fast paced, and global environment with great opportunities to grow and take on new challenges. The growth at Dometic is continuous – which gives you great possibilities to evolve with the company.

• Medical/Dental/Vision Insurance
• Employee Assistance Program (EAP)
• Disability insurance (STD/LTD)
• 401 (k) with company match
• PTO
• Company defined holidays and two floating holidays for you to use as you choose
• Paid maternity/paternity leave
• Tuition assistance
• Membership reimbursement (wholesale club and gym)
• Employee discounts on our incredible products
• Opportunities to make an impact

A suitable background would be solid experience within customer service – as well as the following qualifications and experiences:

• High school diploma or equivalent.
• Experience in customer service and/or retail sales, preferably in the automotive, off-road, or outdoor industries.
• Basic knowledge of off-road vehicles, parts, and accessories (or willingness to learn).
• Proficiency with POS systems and CRM platforms for processing transactions and managing customer interactions.
• Ability to operate Microsoft 365 applications (Outlook, Excel, Word) for basic reporting, communication, and documentation.

To be successful in this role, we believe that you possess the following skills, competencies & characteristics:

• Strong communication and interpersonal skills to assist customers professionally and effectively.
• Problem-solving skills for handling customer inquiries, complaints, and warranty issues.
• Ability to multitask and stay organized in a fast-paced retail environment.
• Willingness to travel occasionally for events, expos, and shows.
• Stay informed on current product offerings and industry trends is essential to providing accurate information and delivering exceptional service.
• Willing to work on-site at our office in Thousand Oaks, CA.

Dometic’s Core Values

To thrive and succeed in this role, you understand the importance of our core values – Together We build our future,