Position Summary
Westcott Designs is seeking an Inside Sales & Customer Support Specialist to support our retail and dealer customers while helping grow sales through proactive outreach.
This is a hands-on position combining customer support, technical product assistance, order management, and inside sales. The ideal candidate is comfortable helping a customer determine the right product for their vehicle, resolving order or return issues, and picking up the phone to develop new and existing dealer relationships.
Key Responsibilities
Customer Support & Technical Assistance
- Respond to customer inquiries by phone, email, text, and web chat.
- Answer product and basic technical questions related to vehicle applications, fitment, installation, suspension, lift kits, wheels/tires, and other off-road accessories.
- Help customers identify the correct products for their vehicle and intended use.
- Work with production or technical team members to resolve more complex product questions.
- Provide customers with accurate information regarding pricing, availability, lead times, shipping, and order status.
Returns & Customer Resolution
- Handle return, exchange, warranty, and product concern inquiries.
- Review customer issues and work toward fair and appropriate resolutions within company policies.
- Obtain photos or additional information when necessary to evaluate product concerns.
- Communicate professionally with customers throughout the resolution process.
Order Management
- Assist customers and dealers with placing orders and selecting appropriate products.
- Enter, review, and manage customer orders accurately.
- Follow up on order questions, changes, shipping concerns, and backorders.
- Coordinate internally with production, shipping, and other departments when needed.
- Maintain accurate customer and order information within company systems.
Sales & Dealer Development
- Proactively contact existing and prospective dealers to generate new business.
- Conduct outbound calls and follow-up with automotive shops, dealerships, installers, off-road retailers, and other potential partners.
- Re-engage inactive dealers and identify opportunities to increase business with existing accounts.
- Follow up on sales leads and customer inquiries.
- Educate dealers on Westcott Designs products, pricing programs, new products, and ordering procedures.
- Identify cross-selling and upselling opportunities based on customer needs.
- Maintain records of sales activity, customer conversations, and follow-up opportunities.
Qualifications
- Strong customer-service and communication skills.
- Comfortable speaking with customers and dealers by phone.
- Willing and able to make outbound sales calls and cold calls on a regular basis.
- Automotive, truck, off-road, suspension, aftermarket accessory, or related technical experience strongly preferred.
- Ability to learn vehicle applications and technical product information.
- Strong organizational skills and attention to detail.
- Ability to manage multiple customer issues and priorities simultaneously.
- Comfortable working with e-commerce, CRM, order-management, and accounting systems.
- Professional judgment and ability to resolve customer concerns without constant supervision.
- Sales-oriented mindset with the ability to identify opportunities while still providing a strong customer experience.
What Success Looks Like
Success in this position means providing customers with knowledgeable, responsive support while also contributing directly to company growth. The person in this role should be equally comfortable solving a customer’s problem, processing an order, answering a technical product question, and calling a prospective dealer to introduce Westcott Designs.
About Westcott Designs
Westcott Designs is a leading manufacturer of premium off-road and overlanding products. We are passionate about innovation, quality craftsmanship, and delivering exceptional products to our customers. Our team members take pride in building products that help customers explore farther and adventure with confidence