Customer Service Specialist, Motorsports

This is a fully remote position, open to applicants in California.

📋 Description

• Provide top-tier customer service via inbound and outbound communication channels, including phone and email, while representing Apex Wheels with enthusiasm and professionalism.

• Apply the Raving Fans philosophy to guide your decision-making and approach.

• Assist customers in placing new orders, modifying existing ones, and addressing any order-related inquiries or concerns.

• Efficiently process returns, exchanges, warranties, and refunds, ensuring a customer-first experience throughout.

• Aid in resolving fulfillment issues through proactive customer outreach.

• Deliver timely and transparent updates regarding order status, backorders, and shipments to keep customers well-informed.

• Strive to meet or exceed key performance indicators and performance metrics.

• Serve as the voice of the customer by identifying recurring issues, documenting findings, reporting them, and suggesting solutions that enhance the customer journey.

• Create and maintain self-service resources such as help articles and guides to empower customers post-purchase.

• Gain expertise in Apex’s systems, including CRM and order management platforms, effectively navigating multiple tools to resolve inquiries promptly and accurately.

• Manage, track, and report claims with shipping carriers related to lost or damaged packages.

• Work closely with the Fitment, Fulfillment, and Production teams to ensure effective communication and resolution of issues.

• Maintain Apex’s brand standards in every interaction, delivering clear, empathetic, and knowledgeable support that reflects our commitment to performance and precision.

• Perform other duties as assigned.

⛳️ Requirements

• High school diploma or equivalent qualification.

• At least 1 year of experience in delivering exceptional customer service via phone, email, and other communication methods.

• Familiarity with modern computer processing tools such as Google Suite and MS Office.

• Experience with MacOS is preferred.

• Proficiency in using a telephony system is preferred (e.g., RingCentral).

• Knowledge of ERP systems is a plus (e.g., Netsuite).

• Experience with ticketing systems is advantageous (e.g., Zendesk).

• Strong verbal and written communication skills, with the ability to tailor messages appropriately for various audiences, aligning with Apex’s brand voice.

• Capacity to switch tasks frequently and adapt to rapidly changing priorities.

• Ability to maintain focus and motivation while working remotely.

• An intermediate understanding of the motorsports industry and Apex products, including technical concepts related to fitments, car setups, and modifications.

🏝️ Benefits

• Hourly wage ranging from $19.25 to $25.50, depending on location and experience, along with eligibility for our short-term incentive plan/bonus plan after 90 days of employment.

• Expected start date is between mid to late September 2026.

• Work-from-home support including a $450 annual stipend for cell phone and internet usage, with all necessary technology provided by Apex, plus reimbursements for workspace equipment.

• Comprehensive health benefits, covering 100% of monthly premiums for employees and their dependents under 14 on our base plans, with significant contributions toward premiums for dependents over 14. A variety of medical plans are available, providing access to an HSA, mental health support, gym membership discounts, and a healthcare concierge! Apex covers 100% of employee premiums for Dental and Vision benefits on our base plans, with affordable buy-up options for orthodontic coverage.

• Eligibility to participate in our 401(k) retirement savings plan with company contributions.

• Paid time off for sick leave, vacation, and company holidays, including Juneteenth and Indigenous Peoples’ Day, to allow you to recharge.

• Motorsports lifestyle reimbursement benefits to encourage community involvement, including reimbursements for high-performance driving events (HPDEs), track day insurance, event spectator tickets, karting, karting schools, sim racing gear, SCCA-compliant gear, and premium events such as DirtFish and SkipBarber, along with significant employee discounts on our products and free merchandise!

• Access to college grants and loan forgiveness programs through SEMA as a result of your employment with Apex.

• A modern professional work environment supported by remote work options throughout the contiguous U.S., with a casual in-office dress code (t-shirts and jeans are standard). Department-led in-person events often include sim racing, karting, spectator events, and visits to favorite locations in Northern California.