Customer Service and Product Support Specialist

Job description

Alpinestars is a world leader in protective gear, apparel, and technical equipment for motorsports and action sports. Our mission is to provide top-tier performance and safety products for both elite athletes and everyday riders. Behind every product we deliver is a commitment to service, integrity, and excellence. We are currently seeking a **Customer Service & Product Support Specialist** to join our eCommerce division. This position focuses on ensuring customer satisfaction through responsive communication, product support, and claims resolution related to Alpinestars' technical gear and apparel. ### Position Overview - In this role, you will be the voice of Alpinestars to our online customers and retail partners. You will handle inquiries related to product performance, fitment, usage, and warranty claims, while helping maintain a seamless customer journey. You’ll work closely with internal teams to process service cases, resolve escalations, and ensure accurate product data across our eCommerce platforms. - This position is ideal for a detail-oriented individual who thrives on delivering empathetic, efficient service and can confidently manage customer issues involving technical or performance-based products. ### Key Responsibilities - Provide professional, timely responses to customer and dealer inquiries via phone, email, and Salesforce with a focus on product-related issues, warranty claims, and post-purchase support. - Intake and resolution of product support cases, including quality concerns, fit issues, and performance feedback. - Exhibits strong ownership and follow-through, managing cases from initiation to resolution while maintaining high customer satisfaction. - Accurately document claims, track case progress, and coordinate with internal departments (warranty, returns, sales, logistics) for resolution. - Assist customers with returns, exchanges, and order corrections using Shopify and other internal systems. - Collaborate with product, marketing, and service teams to stay up to date on product specifications, updates, and known issues. - Proactively identify trends in customer feedback and escalate concerns that may impact broader product performance or customer satisfaction. - Generate and maintain service and claims reports to assist team leaders in continuous process improvement. ### Qualifications - Minimum 1 year of experience in a customer service or product support role, preferably in consumer goods or technical equipment. - Highly proficient in Microsoft Excel, Word, and Outlook; experience with CRM tools (Salesforce). - Highly proficient with Ecommerce tools (Shopify, Gorgias), and ERP systems (Full Circle). - Strong communication and writing skills with the ability to explain technical product issues clearly and professionally. - High attention to detail with the ability to manage sensitive cases empathetically and diplomatically. - Strong organizational skills and the ability to manage multiple priorities simultaneously. - Collaborative mindset with the initiative to work independently when needed. - Familiarity with product claims, warranty processes, or technical troubleshooting. - A passion for motorsports, technical gear, or action sports is strongly desired, as it helps connect with our customer base.