About this role
JOB DESCRIPTION
Job Title: Customer Service Representative
Department: Spare Parts
Reports To: Customer Service Manager
Job Type: Full-Time
FLSA Status: Salary Non-Exempt
Compensation Range: $35,000 - $45,000
Bonus Opportunity: 10% Annually
Schedule: Monday-Friday, Day Shift
Work Location: Marion, SC
Work Arrangement: On-Site
Travel: 0%
SUMMARY
The Customer Service Representative is at the heart of the customer experience, serving as a trusted partner to boat dealers, boat owners, and internal teams. This role goes beyond answering questions. It's about delivering solutions, building relationships, and helping customers get back on the water quickly and confidently. From supporting spare parts and technical product inquiries to navigating account concerns and after-sales needs, this position requires someone who thrives in a fast-paced environment, enjoys problem-solving, and can think on their feet. The ideal candidate is customer-focused, tech-savvy, adaptable, and energized by turning challenges into positive outcomes while supporting a passionate network of dealers and boating enthusiasts.
The Customer Service Representative serves as a primary point of contact for boat dealers, boat owners, and internal departments regarding spare parts, technical product inquiries, account information, and after-sales support. This role requires exceptional customer service skills, strong computer proficiency, and the ability to quickly assess situations, troubleshoot issues, and provide timely solutions in a fast-paced marine environment. The ideal candidate is comfortable managing multiple priorities, navigating challenging customer interactions, and supporting dealer networks that require accurate and responsive service to keep customers on the water.
RESPONSIBILITIES
Customer Service & Dealer Support
Respond to customer and dealer inquiries regarding products, services, spare parts, and account information.
Provide professional customer support primarily through phone communication.
Analyze and resolve customer concerns using established procedures and company systems.
Coordinate with boat owners, dealers, and trade partners to fulfill spare parts requirements.
Parts Sales & Order Processing
Process spare part orders accurately & efficiently utilizing ERP systems and other internal technologies.
Verify compatibility of parts with various boat models, brands, and production years.
Monitor order status, back orders, and inventory while proactively communicating updates to dealers and customers.
Shipping & Claims Management
Liaise with Manufacturing and dealers to identify and resolve short shipments.
Create and process shipping damage claims for service parts.
Monitor and follow up on shipping damage claims through resolution.
Cross-Functional Support
Assist the After-Sales Shipping Department and Warranty Department with spare parts requests
Assist dealers and customers with identifying replacement parts through part diagrams, schematics, catalogs, and technical resources.
Escalate complex technical concerns to Engineering, Warranty, Manufacturing teams, or product support teams as appropriate.
KNOWLEDGE, SKILLS & ABILITIES
Strong customer service, communication, conflict resolution, and interpersonal skills.
Proficient with Microsoft Office and basic computer systems; order entry experience preferred.
Basic knowledge of shipping and receiving processes; HazMat and international shipping experience are a plus.
Strong attention to detail and accuracy in order processing and documentation.
Ability to prioritize tasks, manage multiple responsibilities, and resolve issues effectively.
Dependable, professional, adaptable, and team oriented.
EDUCATION & EXPERIENCE
High school diploma or GED required.
Six (6) months to two (2) years of customer service, administrative support, retail, parts sales, or related experience preferred.
Experience in marine, manufacturing, distribution, or customer support environments is strongly preferred.
ESSENTIAL FUNCTIONS
Ability to sit, stand, and work at a computer for extended periods throughout the workday.
Frequent use of telephones, computers, and standard office equipment.
Ability to occasionally lift and move packages or materials up to 25 pounds without assistance.
Must successfully pass a pre-employment background check.
Must be able to handle varying degrees of stress.
Disclaimer: This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be a comprehensive list of all duties, responsibilities, or qualifications. Duties may be modified as business needs change.