[Remote] Chat & Email Support Associate

Note: The job is a remote job and is open to candidates in USA. Arkansas Trailer Mfg. Co., Inc. is seeking a Chat & Email Support Associate to provide timely and accurate support to dealers, distributors, and end customers through chat and email. The role involves resolving order-status questions, parts inquiries, returns/RMAs, and warranty intake, while documenting each interaction and coordinating with various teams. Responsibilities • Handle inbound chat and email tickets; provide clear, concise responses and next steps. • Research order status, shipment tracking, lead times, and back orders; send proactive updates. • Triage product questions; create and route technical cases when needed. • Open and process RMAs in line with policy; send labels/instructions and track closure. • Verify customer, order, and item data in CRM/ERP; attach supporting documents. • Identify recurring issues and share insights for FAQs and process improvements. • Meet service targets for first response, resolution time, and quality. Skills • 0–2 years in chat/email customer support, order support, or service desk. • Proficiency with ticketing tools (e.g., Zendesk, Freshdesk) and CRM/ERP (Salesforce, NetSuite, SAP, or similar). • Strong written communication; organized and detail-oriented. • Comfortable interpreting order data, shipping details, and return policies. Education Requirements • High school diploma or equivalent. Benefits • Medical, dental, vision • 401(k) with employer contribution • Paid time off and holidays • Remote work equipment stipend • Training and growth opportunities Company Overview • Arkansas Trailer Mfg. Co., Inc. is an authorized warranty station for several major vendors. It was founded in 1945, and is headquartered in Little Rock, Arkansas, USA, with a workforce of 51-200 employees. Its website is https://www.arkansastrailer.com. Apply tot his job Apply To this Job