Automotive Technical Customer Service Representative (Tier II)

Job Description

Enthusiast Auto Holdings (EAH) is a highly successful e-commerce company in the automotive aftermarket parts industry. EAH goes to market via nine enthusiast-focused websites (banners) - ECS Tuning, Turner Motorsport, Pelican Parts, Rennline, Texas Speed & Performance, Z1 Motorsports, Z1 Off-Road, RCI Off-Road, and EVANNEX. EAH serves automotive enthusiast customers who are passionate about how their vehicle looks and performs, by providing the parts, content, knowledge, and support to make their vehicle come to life. We also serve a global network of specialty installer shops that solve for customers looking for a "Do it For Me" option. EAH’s leadership team has delivered strong organic growth with market-leading profitability. EAH has also completed multiple acquisitions and plans continued expansion of its served markets via acquisition.

EAH is owned and supported by Cortec Group, a premier private equity firm. Cortec has invested millions of dollars to expand EAH’s operations, facilities, technology, and leadership. Among other investments, EAH has recently completed a significant facility expansion at its primary distribution center and is in the process of implementing enterprise-level ERP / WMS / OMS systems.

EAH is seeking an Automotive Technical Customer Service Representative (Tier II) who will be responsible for serving as an escalation point between Vendors/Internal CS Team and customers, responsible for diagnosing fitment issues, managing missing product inquiries, and addressing installation-related concerns.  Positions within the department require strict attention to detail, critical thinking, robust organizational skills, and collaboration. This position will be based out of the Company’s Wadsworth, OH headquarters.

Responsibilities:

• Provide verification of fitment and stock checks for OE, aftermarket, and performance products using RealOEM, Partslink, All Data, AIR, and Dealerspeed.


• Respond to customer inquiries that are filtered through the technical email inbox. This would result in completion of 70 tickets each business day with a 3 hour response time.


• Provide customer centric solutions and technical advice for specific installation inquiries.


• Partner with vendors to provide customers with optimal resolutions.


• Escalate customer concerns to our internal Product Team as needed for website updates including applications, photo updates, etc.


• Provide feedback and mentorship to the internal Customer Service Team to promote growth, efficiency, and customer satisfaction.


• Special Care validation for replacement orders


• Shelf checks to compare issue customer is having with other units that we have on shelf.


• Checking information vs. print - if customer sends measurements of an IHB part we have prints for, we often check these vs. prints to see if there's a batch issue. If so, this would need escalated to Bryan Nemet, Evan Merkle, and Gary Sinnett to coordinate a red tag

What Success Looks Like: 

• Enhancing Customer Satisfaction & Loyalty


• Resolving Complex Issues with Confidence


• Strengthening Brand Image & After-Sales Value


• Streamlining Communication 

• Unrelenting desire to serve customers


• Technical automotive repair/maintenance experience


• Excellent oral and written communication skills


• Professional phone etiquette


• Strong data entry skills


• Ability to work in a team environment


• High School Diploma


• Computer skills with a proficiency of web skill, 10-key and MS Office