Customer Operations Specialist II

Turn5 is one of the largest and fastest growing e-commerce retailers in the Greater Philadelphia area.  Best known for our award-winning, e-commerce platforms, AmericanMuscle.com, ExtremeTerrain.com, and AmericanTrucks.com, we’ve been engaging muscle car, truck, and off-road enthusiasts with exceptional products, services, and experiences since 2004. With the acquisition of Eckler’s in 2022, a pioneer in classic car restoration & modification for over 60 years, Turn5’s catalog of brands has expanded to now offer aftermarket automotive products for vehicles as classic as the Model T.

Our purpose, however, extends beyond selling car parts. We have a commitment to creating meaningful customer experiences at every step of their journey. Whether it’s supplying a unique product that customizes the look and feel of their ride, providing thousands of educational videos for the DIYer or leveraging user generated content to inspire even the most experienced owner, we are obsessed with ensuring we reach as many like-minded gearheads across the globe.

Reporting to the Customer Operations Manager, this role is responsible for outbound customer contacts in addition to various duties and tasks within the Customer Operations division, and the Merchant & Customer Operations department. The ideal candidate will be a customer-focused, hardworking team player who enjoys problem solving while also being self-motivated and detail-oriented.

Year 1 is going to be about:

• Execute outbound calls to customers to support the Merchant & Customer Operations department with the goal of resolving all customer concerns, and processing any issues that arise with their account or orders in an efficient and timely manner.
• Act as a direct contact with customers to resolve any/all issues that pertain to order processing, fulfillment, returns and customer satisfaction.
• Maintain and abide by ticket SLAs while also meeting phone call and ticket productivity expectations.
• Provide recommendations for process improvements to ensure a positive customer experience.
• Communicate any trends or problems that arise to management and escalate with a sense of urgency when necessary.
• Assists in various projects within Merchant & Customer Operations as needed.
• Take incoming calls as needed.
• All other assigned duties.

We can’t skip over some of the specific skills and experience we know are a “must” to be successful. So, we need you to have:

• Education: High school diploma or an equivalent combination of education and experience.
• Experience: A minimum of 1 year of previous Customer Service experience or experience with an online retailer in an order processing or sales support role required.
• Proficiency in all software systems required to perform order processing duties.
• Ability to maintain professionalism and use tact when dealing with customers, vendors and colleagues.
• Excellent communication and interpersonal skills.
• Proficient in Microsoft Office applications including Outlook, Excel and Word.
• Proficiency in computer keyboarding and internet skills.