Join the Poison Spyder Team
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Department: Customer Experience / Sales Support
Reports To: VP of Supply Chain & Operations
Location: Kent, WA (In-Office)
Employment Type: Full-Time
Position Summary
Poison Spyder Customs is a leading manufacturer of premium Jeep aftermarket parts and accessories, known for quality, durability, and innovation. The Customer Service Specialist serves as a key point of contact between our customers, dealers, and internal teams. This role provides expert product and order support, resolves complex customer issues, and helps to uphold the high standards of service expected from the Poison Spyder brand.
In addition to day-to-day customer interactions, this position supports process improvement, cross-functional collaboration with sales, product development, warehouse, and logistics teams.
Duties and Responsibilities
Customer Support & Advocacy
- Serve as a primary contact for customers, dealers, and distributors via phone, email, and online platforms.
- Provide knowledgeable support regarding Poison Spyder products, fitment, installation considerations, lead times, pricing, and availability.
- Handle escalated or complex customer inquiries, complaints, and warranty issues with professionalism and efficiency.
- Act as a customer advocate by ensuring concerns are communicated clearly to internal teams and resolved in a timely manner.
- Maintain a high level of product knowledge across all Jeep platforms and aftermarket applications.
Order Management
- Assist customers with order placement, modifications, cancellations, returns, and exchanges.
- Review orders for accuracy, fitment compatibility, and special requirements.
- Coordinate with shipping and production teams to track orders and communicate status updates to customers.
INVENTORY & WAREHOUSE COORDINATION
- Work closely with warehouse staff to track stock levels and product availability.
- Monitor order status and provide tracking updates to customers.
- Address shipping issues such as delays, damage, or lost shipments.
Warranty & Returns
- Process warranty claims and returns in accordance with company policies.
- Evaluate issues to determine appropriate remedies, including repair, replacement, or credit.
Experience & Skills
- 4+ Years of order fulfillment, inside sales, customer service, or supply chain experience.
- Knowledge of MS Office Suite and JDE software strongly preferred.
- General understanding of logistics/warehousing as it relates to wholesale order processing.
- Excellent problem-solving and troubleshooting skills, often with limited resources.
- Courteous and helpful phone and email presence.
- Strong customer service skills with true passion to help people resolve their issues.
- Collaborative mindset across multi-departments.
- Ability to work and thrive both independently and in a team environment.
