About Us

WR Performance Products is a fast-growing eCommerce brand that designs, manufactures, and distributes a premium line of automotive detailing products. Selling direct-to-consumer, we take pride in delivering high-quality products and exceptional service to automotive enthusiasts nationwide.

Position Overview

We are seeking a highly communicative, tactful, and detail-oriented Customer Service Representative to manage our customer service email and ensure a top-tier experience for our customers. You will be the frontline of our brandresponsible for addressing customer inquiries, resolving product and order issues, and helping our customers feel supported and valued.

The ideal candidate is empathetic, able to communicate effectively in tense situations and with difficult personalities, solutions-oriented, and able to balance customer satisfaction with our internal policies and fiscal responsibility. The ideal candidate finds comfort in routine work and enjoys a work environment that keeps them busy.

Key Responsibilities

Customer Service Support

• Monitor and respond promptly to customer service emails and inquiries.
• Resolve customer issues efficiently, including product concerns, damaged shipments, and order discrepancies.
• Manage returns, replacements, and refunds in line with company policy.
• Maintain accurate records of customer interactions, issues, and resolutions.

Operations Support

• Collaborate with the fulfillment and operations teams to resolve order and shipping-related concerns.
• Escalate issues when appropriate, while ensuring a seamless hand-off and continued customer satisfaction.
• Provide feedback on common customer pain points to help improve internal processes.

Qualifications

• 1-2 years of experience in a customer service role (eCommerce or DTC preferred).
• Excellent written communication skills and a natural ability to empathize with customers.
• Experience using customer service platforms (e.g., HubSpot, Tidio, Zendesk, Gorgias, Freshdesk) is a plus.
• Demonstrated ability to handle high volumes of email inquiries with professionalism and accuracy.
• A problem-solver mindset with sound judgement and an eye for cost-effective solutions.
• Knowledge or interest in automotive or detailing products is a bonus.

What Success Looks Like

• Customers consistently feel heard, valued, and supportedeven when things dont go perfectly.
• Company policies are upheld without sacrificing customer loyalty.
• Issues are resolved swiftly, with minimal cost to the company and maximum satisfaction for the customer.