About the Role
The Customer Support Specialist plays a critical role in delivering a best-in-class customer experience for Elite Truck customers, dealers, and vendor partners. This position is responsible for ensuring inquiries are handled efficiently, accurately, and with a high level of professionalism, reinforcing our commitment to customer satisfaction and long-term relationship building.
Reporting to the Customer Support Manager, this role serves as a key point of contact between our customers and internal teams, helping to resolve issues, provide product guidance, and support the overall customer journey.
Success in this role is defined by consistently meeting or exceeding minimum monthly performance metrics, including response time, resolution accuracy, customer satisfaction, and operational efficiency across sales, orders, and logistics.
What You’ll Do
Customer Support & Communication:
- Respond promptly to customer inquiries via phone, email, and chat
- Provide accurate product information, order updates, and policy guidance
- Deliver a professional, helpful, and solutions-oriented customer experience
- Build strong relationships with customers, dealers, and vendor partners
Issue Resolution & Order Support:
- Troubleshoot customer concerns and determine root causes of issues
- Resolve product, shipping, and service-related inquiries efficiently
- Process orders, returns, warranties, and customer requests accurately
- Escalate complex or unresolved issues to appropriate internal teams
Ticket Management & Documentation:
- Track and manage customer support tickets to ensure timely resolution
- Maintain detailed and accurate records of customer interactions
- Ensure CRM and support systems are consistently updated
Operational Support:
- Communicate updates related to product availability, shipping timelines, and policies
- Support Sales, Orders, Logistics, and Operations teams with customer-facing tasks
- Contribute to continuous improvement of support processes and workflows
You’ll collaborate cross-functionally with Sales, Product Catalog, Logistics, and Operations teams to ensure a seamless and efficient customer experience.
What We’re Looking For
Required:
- High school diploma or equivalent required; associate’s or bachelor’s degree preferred
- 2+ years of experience in a customer service or support role
- Experience using CRM systems and customer service platforms
- Proven ability to communicate clearly and resolve customer issues effectively
Preferred:
- Experience in e-commerce, manufacturing, or automotive industries
- Familiarity with order processing, returns, and warranty workflows
- Experience supporting dealer or vendor relationships
Key Skills & Competencies
- Strong customer service mindset and professionalism
- Ability to effectively manage and resolve customer concerns while maintaining professionalism and composure
- Excellent verbal and written communication skills
- Problem-solving and critical thinking ability
- Strong attention to detail and organizational skills
- Ability to manage multiple priorities in a fast-paced environment
- Product knowledge and willingness to learn
- Team collaboration and cross-functional communication
- Adaptability, patience, and a positive attitude
Working at Elite Truck
We offer a competitive and evolving compensation and benefits structure designed to support both professional growth and personal well-being. These include:
- High-impact role supporting customer experience and retention
- Opportunity to grow within a rapidly scaling e-commerce company
- Collaborative, team-oriented work environment
- Onsite role based in Washington, NC
- Competitive salary
- Health, dental, and vision benefits
- Paid time off and company holidays
- Parental leave
Growth & Development
We believe that strong individuals build strong teams, and we invest in both. Our approach to development includes:
- Structured onboarding and role-specific training
- Ongoing feedback through 1:1s and performance conversations
- Cross-functional exposure across Sales, Operations, and Product teams
- Opportunities to expand product and industry knowledge
- Access to tools and resources that support continuous learning
Join Us
Ready to deliver exceptional customer experiences and be part of a team that values reliability, teamwork, and continuous improvement?
Join Elite Truck and help us provide a seamless, high-quality experience for every customer interaction—where your work directly impacts satisfaction, retention, and company growth.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Parental leave
- Vision insurance
Work Location: In person
