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.
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