Senior Customer Service Representative

Job Summary:
We are seeking a highly motivated Senior Automotive Customer Service Representative to join our contact center team. In this role, you will manage inbound and outbound calls, emails, and chats while assisting customers with post-sales inquiries including order tracking, warranties, returns, and exchanges.

The ideal candidate has strong customer service experience, working knowledge of automotive parts and accessories, and the ability to resolve complex issues while building strong relationships with customers and internal teams.

• This is a full-time, onsite position at our corporate office in Gardena, CA. This role is not remote.

Our Company

4 Wheel Parts and Off-Road Warehouse are premier destinations for customizing trucks, Jeeps, and SUVs for both off-road and on-road performance. With over 50 retail locations, multiple e-commerce websites, a dedicated contact center, and multiple warehouses, we are committed to providing high-quality parts, expert advice, and outstanding customer service to automotive enthusiasts nationwide.

Responsibilities:

• Respond promptly and professionally to high-volume calls, emails, and social media inquiries, ensuring the highest levels of customer service
• Provide order tracking and follow-up support to address customer service inquiries
• Assist customers with product warranties and claims, ensuring satisfaction with both in-house and vendor products
• Manage and resolve damage reports and returns by working directly with vendors and internal teams
• Collaborate with management, peers, and staff to solve problems and create a consistently positive customer experience
• Demonstrate strong product expertise to guide customers toward informed purchasing decisions and solutions
• Proactively identify solutions and alternatives rather than simply processing transactions
• Manage and resolve complex or escalated customer concerns with confidence and professionalism
• Collaborate cross-functionally with internal teams to resolve customer issues efficiently
• Deliver a seamless omnichannel customer experience across phone, email, chat, and text platforms
• Identify opportunities to improve customer satisfaction, retention, and overall service quality across customer interactions
• Contribute to a positive customer experience that supports long-term brand loyalty and advocacy
• Leverage product knowledge to support team members, increase sales performance, and deliver a positive, customer-focused experience

Qualifications:

• High school diploma or equivalent required
• 4+ years of sales support or call center customer service experience
• Strong written, verbal, and interpersonal communication skills
• Ability to work independently and collaboratively in a team environment
• Excellent analytical, problem-solving, and decision-making skills
• Proficiency in Microsoft Office applications including Word, Excel, Outlook, and PowerPoint
• Bilingual Spanish/English is a plus
• OEM or aftermarket automotive industry experience is a plus
• Familiarity with truck, Jeep, and SUV aftermarket parts and accessories preferred

We are committed to working with and providing reasonable accommodation for individuals with disabilities. Please speak with the hiring manager if you require accommodation during the interview process.

ORW | 4WP is an EEO/AA - W/V/D/M employer and is proud of our diverse workforce. All employment offers are contingent upon the successful completion of a background check.

We use E-Verify to determine employment eligibility for all new hires in partnership with the U.S. Social Security Administration (SSA) and the U.S. Department of Homeland Security (DHS).