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CSR/Technical Service Representative - La Palma, CA #6560236

Company: Motorsport Aftermarket Group

Date: 07/15/2019

Category: Telecommunications Services

City: La Palma, CA

Position Overview: The Technical Service Representative must have the ability to answer technical questions regarding fitment, customization, and warranty.

Essential Duties and Responsibilities:

  • Handles incoming sales calls, tech calls, emails and other types of customer service communications. Suggests product based on application, year, make, model and customer need. Responsible for the professionalism of the call and the quality level of the customer service provided to the customer.

  • Assist customers with technical questions as related to the product and bike application.

  • Ability to read and comprehend technical specifications and installation sheets in order to assist the customer through installation and/or troubleshooting.

  • Ability to structure parts and identify job status for work routers and determine where parts are in the process of production in order to advise customers.

  • Keeps open communication with Engineering and R&D team in order to assist customer with any technical issues.

  • Performs out bound calls to dealer network in order support sales programs.

  • Responsible for learning up to date R&D on all products by using I.D. charts, bike fitments, and other technical distribution.

  • Places orders per customer request and follow up, in order to complete and ship product in a timely manner and communicate to customer.

  • Issues customer RMA (return material authorization) and works on follow ups to make sure customer warranty is processed timely and accordingly. Representative must also know when we are experiencing a quality issue and alert the necessary team members in a timely manner.

  • Responsible for leaning all programs available (Example: 24 hour wheel program for PM) and have the ability to work on ordering and communicating with the production team in a timely manner.

  • Ability to enter retail and dealer orders with pertinent information, address, customer credit card etc.

  • Must be able to navigate through excel. Must be able to navigate and guide a customer on how to navigate through pertinent website.

  • Must be flexible if called upon to work trade or rally events and is subsequently required to travel.

  • Must be able to support our outside representatives with checking on orders, account setup, account update, stock check, etc.

  • Works on supporting possible walk in-will call customers.

  • Works on meeting sales team monthly goal and follows any leads.

  • Required to meet a minimum phone call quota.

  • Performs out bound calls to our dealer network in order to meet department goals and offer dealers current programs and work on inventory clearance.

  • Complete special projects as assigned by Supervisor/Management.

Knowledge, Skills and Qualifications:

  • GED or High School Diploma

  • Must have in depth motorcycle knowledge

Knowledge, Skills and Qualifications:

  • GED or High School Diploma

  • Must have in depth motorcycle knowledge

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