Customer Service Representative

Customer Service Representative

Job Overview

509 Is looking to expand our Customer Service team by adding a customer obsessed and driven CSR. This person will mainly focus on the backend support of the CS team, but this usually allows for extra time to shine in a customer facing environment as well.

With a customer centered focus, the CSR will be responsible for backend order processing and releasing, following up on and fixing order issues and discrepancies, and providing a top-notch customer experience through all avenues of contact and for all questions.

Essential Functions

  • Release customer orders to be processed by the warehouse
  • Monitor and release any pending backorders for direct consumers
  • Enter and release dealer drop-ships in a timely manner to meet required cut off times
  • Process returns and exchanges for both dealers and end consumers
  • Manage order issues, discrepancies, changes, and additions

Secondary Duties

  • Provide secondary customer support behind the customer support lead
  • Follow customer support guidelines as established by customer support lead
  • Display the highest level of verbal and written communication to all customers
  • Promote customer service ‘Best Practices’ at all times
  • Fulfill customer service requests via phone, email, mail, chat, in person or social media
  • Establish and maintain effective and cooperative working relationships and excellent customer service with dealers and sales


  • Weekly and monthly reporting to direct supervisor
  • Maintaining a sound understanding and adherence to the 509 quality policies
  • Must become proficient in the use of Netsuite ERP system, and FreshDesk ticketing software.
  • Perform other assigned tasks and duties as necessary

Knowledge & Skills

  • Strong customer orientation
  • Knowledge of Powersports and 509 a plus.
  • 1-2 years Customer Service experience preferred.
  • Strong negotiation and customer relationship skills
  • Ability to evaluate and analyze data independently
  • Proven initiative and creative approaches to problem solving
  • MS Office including Excel, Word, and Outlook.
  • Strong attention to detail, goal oriented

Complexity & Problem Solving

  • Problem analysis and problem resolution at a functional level
  • Strong customer orientation
  • Computer proficiency
  • Commitment to excellent customer service
  • Excellent written and verbal communication abilities, including active listening skills
  • Ability to prioritize and manage multiple responsibilities

Working Conditions & Physical Effort

  • Responsibilities may require working evenings and weekends, sometimes with little advanced notice.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Inside work with no exposure to weather conditions.