Customer Support Specialist

Mustang Motorcycle Products; Three Rivers (MA); On-site; USD 45,000 - 65,000; Full time

Job summary

Mustang Motorcycle Products is seeking a Customer Support specialist in Massachusetts to assist customers by phone, email, chat, or in person, processing orders and upselling accessories. You will explain technical aspects of motorcycle applications, provide part recommendations, and handle returns while identifying install errors or defects.

Collaboration with sales and service teams is essential. This role emphasizes proactive customer care and timely responses to inquiries, including dealer

Qualifications

• Experience in customer service in retail or B2B sectors.
• Ability to upsell while assisting customers.
• Excellent verbal and written communication skills.

Responsibilities

• Handle customer contacts by phone, email, chat, or in person to process orders.
• Explain technical aspects of motorcycle applications and accessories.
• Provide product specifications and recommended parts.
• Handle returns and determine if issues are install errors or defects.
• Upsell feature and cross-sell products to customers.
• Assist dealers and collaborate with team to grow accounts.
• Provide technical assistance and respond to inquiries.
• Support events and assist sales team as needed.

Skills

Customer service

Upselling

Communication

Technical knowledge

Tools

CRM software

Ticketing system

Job description

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 orders, updates, and cancellations while considering the delivery date 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.
• Regularly solicits sale of feature, cross-sell, and up-sell products to customers.
• Effectively service assigned dealer relationships.
• Collaborate with all team members to maintain and grow existing accounts.
• Provide technical assistance/information.
• Contribute to process improvements through collaborating within department and interdepartmental efforts.
• Aids management, sales department staff, product development, marketing staff with projects and questions.
• On an as-needed basis, assist in sales team members at various events.