Technical Customer Service Representative

PAKMULE is a growing outdoor-products company based in New Braunfels, Texas. We design and sell lightweight aluminum hitch-mounted cargo carriers, motorcycle carriers, and accessories for people who would rather be outside. The Technical Customer Service Representative is the front line for our customers before and after a purchase: answering questions, solving fitment issues, coordinating resolutions, and occasionally helping assemble or install products. We are a small, hands-on team that values usefulness, ownership, quality, and service that earns lasting trust.

This is not a script-reading call-center role: We need someone who understands vehicles, thinks practically, communicates naturally, and verifies technical information instead of guessing.

What You Will Do

Own customer conversations. Answer inbound phone calls with excellent etiquette and a warm, confident presence. Return messages promptly and make customers feel heard.

Respond clearly in writing. Handle customer questions and product inquiries by email with accurate, useful, easy-to-understand answers.

Guide product selection and fitment. Help customers evaluate receiver size, hitch configuration, vehicle clearance, carrier compatibility, load limits, motorcycle dimensions, and accessory needs.

Troubleshoot real-world issues. Ask good questions, review photos or measurements, walk customers through installation steps, and distinguish setup questions from product, hardware, shipping, or safety concerns.

Handle warranties, returns, and exchanges. Own communication from first contact through resolution, follow company policy, coordinate internally, and keep the customer updated.

Support fulfillment. Print accurate order, replacement, and special-instruction tickets for the warehouse, coordinate time-sensitive needs, document issues, and flag recurring fitment or product-quality patterns.

Assist walk-in customers. Help with vehicle fitment at our New Braunfels location and, when needed, assemble or install products using common hand tools.

What You Will Bring

Two or more years of customer service, automotive parts or accessories, powersports, outdoor retail, service advising, technical support, or comparable experience.

Excellent phone etiquette and a confident, conversational speaking style.

Strong practical knowledge of vehicles, trucks, SUVs, hitches, towing or hauling equipment, motorcycles, automotive accessories, or related products.

A genuine love of vehicles plus authentic experience with camping, road trips, outdoor recreation, or vehicle-based travel.

Mechanical aptitude and comfort using basic hand tools, reading instructions, measuring clearances, and helping with assembly.

Clear, professional email writing and close attention to model years, receiver sizes, part numbers, measurements, addresses, and order instructions.

Calm judgment, a strong sense of ownership, and comfort working in a small business where priorities can shift and everyone helps where needed.

Ability to work full-time on-site in New Braunfels, Texas.

Ability to stand, bend, work around vehicles, lift and carry up to 50 pounds with or without reasonable accommodation, and team-lift heavier products.

Basic computer proficiency and the ability to learn order, shipping, support, and product-information systems.

Preferred Experience

A college degree is not required. An associate's or bachelor's degree in automotive technology, business, communications, or a related field is a plus, but relevant hands-on and customer-facing experience will carry greater weight.

Automotive aftermarket, hitch or towing equipment, truck accessories, powersports, motorcycle, RV, camping, or outdoor-products experience.

Hands-on installation, assembly, service-writing, parts-counter, dealership, outfitter, or specialty-retail experience.

Experience resolving warranties, returns, exchanges, freight damage, missing hardware, or product-fitment issues.

Experience with Shopify, ShipStation, CRM/help-desk, inventory, shipping, or order-management systems.

Work Environment

Occasional weekend work and limited travel may be required for trade shows, photoshoots, or team events.

The role moves between an office/customer-service setting, the warehouse, and outdoor vehicle-fitment areas. Texas heat, dust, packaging materials, tools, and active warehouse traffic are part of the environment.

Why PAKMULE

Use your vehicle knowledge to help customers travel, camp, ride, and haul more easily. Join a growing Texas outdoor brand where good ideas, practical problem-solving, customer care, and personal ownership are noticed.

Pay: $24.19 - $29.13 per hour

Education:

• Bachelor's (Preferred)

Ability to Commute:

• New Braunfels, TX 78132 (Required)

Work Location: In person