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Mustang Motorcycle Products, LLC CUSTOMER SALES SUPPORT in Three Rivers, Massachusetts

Customer Support

The individual will obtain and process orders along with upselling additional products to achieve the ultimate customer experience. They will be responsible for explaining technical aspects of motorcycle applications, repairs, and customization through addition of parts and accessories to customers via phone, email, chat or in person.

Responsibilities

· Communicates with customers via phone, email, chat or in person in a professional and courteous manner, using the computer to look up records, enter/update customer information, accurately process orders, and process website/online requests.

· Displays a thorough understanding to process return inquiries by gathering and providing all information needed for returned parts to assist in the assessment of whether part failure(s) was due to install error, or manufacturing defect.

· Provides specifications, parts and accessories offered through the company’s product offerings.

· Handle inbound, unsolicited calls and convert them into sales.

· Process order, updates, and cancellations while considering the delivery dates and inventory levels for fulfillment.

· Prepare responses to customer correspondence received through email and social media.

· Displays the ability to control calls and meet/exceed customer needs and expectations with minimal supervisory intervention.

· Completes any follow-up necessary to ensure complete and accurate customer service.

· Regularly solicits sale of feature, cross-sell, and up-sell products to customers.

· Effectively service assigned dealer relationships.

· Collaborate with sales team members to maintain and grow existing accounts.

· Process orders, updates, and cancellations while considering the delivery dates and inventory levels for fulfillment.

· Provide technical assistance/information to business units outside of the sales department.

· Contribute to process improvements through collaborating within department and interdepartmental efforts.

· Supports company business activities and initiatives through interdepartmental cooperation/participation providing technical assistance and guidance.

· Aids management, sales department staff, product development, marketing staff with projects and questions.

· On an as-needed basis, assist sales team members at various events.

Job Requirements

· High School Diploma or GED

· Previous experience in B2B and B2C sales channels

· Proficient in MS Office; MAS 200 is a plus

· Previous experience in customer service principles and practices

· Previous experience in B2B and B2C sales channels

· Proven effectiveness in negotiating and decision-making skills and closing techniques

· Attention to detail for all projects and tasks

· Possess strong planning, organizing and prioritizing skills

· Ability to analyze and make decisions with information at hand

· Complete clear and concise written and verbal communications

· Discretion required when dealing with confidential information

· Must have initiative to work independently as well as in a team environment

· Travel may be required to attend trade shows

· Previous sales experience in; Powersports, motorcycle parts &/or accessory sales a plus

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