Customer Service Representative

Customer Service Representative

Burnsville, MN

Customer Service Representative -

We are currently seeking a highly motivated and detail-oriented Customer Service Representative to join our team at Caliber. At Caliber, we design, manufacture, and distribute products to the powersports/automotive/marine industries. As a Customer Service Representative, you will deliver exceptional support to our customers while embodying our core values. You will be a key point of contact for our direct-to-consumer (D2C) customers—providing friendly, proactive, and knowledgeable support via phone, email, and chat. You’ll manage inquiries about product selection, order status, returns, warranty, and other customer needs, while also playing a key role in supporting trade shows and ecommerce orders where Caliber sells D2C at events and via our website. If you have a passion for problem-solving, a positive attitude, and a dedication to customer success, as well as a strong passion for Powersports/Automotive/Motorsports, then this is the role for you!

Location: Burnsville, MN

Reports to: Director of Business Development

Key Responsibilities:

• Addressing Customer Issues: Serve as part of our “3 deep” points of contact for customer inquiries via phone, email, and chat.
• Ensure timely entry of orders, RMAs, credits, and corrections.
• Manage Caliber's customer-facing email inboxes.
• Provide solutions that help customers overcome challenges and improve their experience with our products and services.
• Field potential leads and deliver them to the appropriate stakeholders.
• Be a subject matter expert for Caliber. Know our products and have the ability to recommend solutions to address the customer’s needs.
• Provide first-line support for technical assistance and warranty inquiries.
• Be/Become the subject matter expert for Caliber’s ecommerce page (currently WooCommerce) as well as our Amazon retail environment.
• Be a Powersports/Automotive enthusiast and use that background to assist in successful consumer show engagements.

Qualifications:

• Experience in a customer-facing role, with a strong Powersports, Automotive, or Motorsports background — industry experience or serious enthusiast — required. Marine and outdoor equipment experience is also a plus.
• Experience with ERP systems (Epicor is a plus), order entry, and basic logistics tracking.
• Well-organized and able to juggle multiple tasks while maintaining accuracy and attention to detail.
• Strong interpersonal and communication skills, with the ability to collaborate effectively across teams and with internal and external stakeholders.
• Proficiency in the Microsoft suite of products.
• Ecommerce experience is a plus
• Prior tradeshow or event experience is a plus.

Key Attributes for Success

· Passion for helping people and solving problems.

· Calm under pressure, even when handling tough issues or impatient customers.

· Positive, team-first attitude.

· A genuine passion for powersports, automotive, or motorsports — enthusiasts who live the lifestyle will thrive here.

· Powersports/Motorsports dealership experience is a huge plus.