Customer Service Representative

Description

About Us:

Founded in 2008, DMA Industries, LLC (DMA) has rapidly grown into a trusted supplier within the North American automotive parts aftermarket. DMA fosters a dynamic, performance-driven work culture that reflects an entrepreneurial spirit, emphasizes teamwork and collaboration, and upholds an unwavering commitment to ethical standards.   

Position Overview:

DMA Industries LLC is seeking a dedicated Customer Service Representative to join our team. As a key point of contact for customers, this role involves building strong relationships, ensuring exceptional service, and responding to customer needs efficiently. You will support our customers across multiple sales channels, ranging from retail to distribution, ensuring compliance with their specific requirements. Your efforts will help drive customer satisfaction and long-term partnerships.

**Note: This is an on-site position. Remote work is not available.** 

Key Responsibilities:

1. Customer and Account Support

• Serve as a direct contact for customer inquiries and issues, ensuring prompt and effective resolution via phone, email, and other communication channels.
• Collaborate with the team to maintain and strengthen relationships with existing customers, ensuring their needs and expectations are met.
• Become an expert on DMA’s products and provide customers with detailed product information, assisting them with their inquiries as needed.
• Address and resolve customer disputes or discrepancies with professionalism, ensuring customer satisfaction is always prioritized.
• Track and report customer service performance metrics, identifying opportunities for improvement.

2. Order Processing and Tracking

• Oversee the end-to-end order process, ensuring timely and accurate entry, shipment processing, and that all customer-specific procedures are followed.
• Communicate with customers regarding back-ordered items and provide updates on expected availability.
• Ensure accurate records for customer orders, returns, credits, and disputes, tracking each case until resolution. Manage and maintain customer return documentation.

3. Cross-Functional Communication

•  Work closely with internal departments (such as operations, accounting, and product management) to address customer concerns, order issues, and feedback.

4. Training

• Participate in training and cross-training activities to ensure the team can efficiently manage customer programs in your absence or during peak periods

5. Additional Responsibilities

• Perform all other duties assigned. 

Requirements

Key Requirements:

• Experience: Previous customer service or account management experience is essential. Familiarity with order processing systems and customer relationship management is preferred.
• Education: A high school diploma or GED is required. Additional college credit or a degree is a plus.
• Technology: Proficiency in MS Excel, Access, and general computer literacy. Experience with ERP systems (Sage 100) is a plus, though not required.
• Skills: Strong verbal and written communication skills, with the ability to communicate clearly and professionally with customers and team members. Ability to assess situations logically and find solutions efficiently. Strong focus on accuracy and detail, particularly when managing orders, credits, and disputes. Friendly, approachable, and empathetic with customers, maintaining a calm and professional demeanor in stressful situations. Able to juggle multiple tasks and respond to customer needs in a dynamic environment. Able to work independently and take initiative while ensuring alignment with team goals.

FLSA Classification: Exempt

Equal Opportunity and Accommodation Statement:

DMA Industries, LLC is proud to be an Equal Opportunity Employer. We are committed to building a diverse and inclusive workplace where all employees are respected, valued, and empowered. We welcome applicants of all backgrounds and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We also recognize the importance of accessibility and are committed to providing reasonable accommodations to individuals with disabilities throughout the hiring process and during employment. If you r