Aftermarket Customer Care Representative

Title:

Aftermarket Customer Care Representative

Location:

Columbus, Indiana

Department:
Customer Care

Reports To:

Aftermarket Director

We are seeking a dedicated and detail-oriented Customer Care Representative to support our Aftermarket business unit. This role is critical in ensuring exceptional service delivery, managing complex customer requirements, and maintaining strong relationships with key clients in a high paced industry. The ideal candidate will have experience in customer service within an automotive aftermarket environment, preferably with exposure to distributors, buying groups, and major retailers.

• Serve as the primary point of contact for Automotive and Heavy-Duty aftermarket customers, managing inquiries, orders, and service requests.
• Process and monitor customer orders from entry to delivery, ensuring accuracy and timely fulfillment.
• Coordinate with internal departments including Sales, Engineering, Quality, and Production to meet customer expectations.
• Maintain detailed records of customer interactions, transactions, and feedback using CRM and ERP systems.
• Proactively communicate order status, delays, and resolutions to customers.
• Support contract review and documentation processes for defense-related projects.
• Assist in resolving customer complaints and issues with a sense of urgency and professionalism.
• Participate in continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
• Other duties as required

• Associate or bachelor’s degree preferred; equivalent experience considered.
• 3+ years of customer service experience in a manufacturing or technical environment.
• Familiarity with the Automotive aftermarket is highly desirable.
• Strong communication and interpersonal skills.
• Proficiency in Microsoft Office and ERP/CRM systems (e.g., SAP, Oracle, Epicor, Salesforce).
• Ability to manage multiple priorities in a fast-paced environment.

• General knowledge of thermostatic or thermal control products.
• Ability to work independently or in a team environment
• Building and developing strong customer relationships
• Effective verbal and written communication
• High level of knowledge in Office suites, especially Excel

• Three medical plan options, including an HSA-compatible plan
• Comprehensive dental and vision coverage
• Company-paid long-term disability and group life insurance
• Confidential Employee Assistance Program (EAP)
• 401(k) with employer match
• Paid vacation, every other Friday off, and 10 paid holidays
• We've got you covered with paid parental leave
• A culture built on integrity, respect, trust, and teamwork