Customer Service & Support Representative

Job Description

Job Description

Mongo Attachments:

We deliver more than just high-quality excavator attachments - We deliver unmatched customer service and support because we know our customers' time is valuable. Our team brings years of hands-on experience in construction, forestry, and land management. We don't just sell attachments; we live the work and share the same values as our customers. Mongo Attachments is committed to supporting hardworking individuals who are working towards their own American dream.

Job Overview:

The Customer Service and Support Representative is responsible for providing excellent customer care while supporting parts identification, quoting, order processing, order inquiries, and inside sales activities. This position serves as a key point of contact between the customers and company and works closely with all operational departments to ensure customers receive accurate information, timely solutions, and positive customer experience overall.

The ideal candidate is customer-focused, detail-oriented, organized, and comfortable learning technical product and parts information. This role requires the ability to manage multiple priorities while identifying opportunities to increase sales and strengthen customer relationships.

Responsibilities and Duties :

• Offer second-to-none customer service experience

• Receive incoming calls in a professional and pleasant manner and directs calls elsewhere to reach the appropriate channel

• Use of CRM system “Salesforce” along with other operating systems
• Answer questions and provide knowledge in reference to products, lead times, shipping, and order status, etc.
• Develop and maintain relationships with customers by following up on wants and needs
• Capture and update customer account information as needed
• Order Intake 
• Stay up to date with market trends
• Schedule customer meetings and/or demonstrations, as necessary

• Perform “after the sale” activities such as follow up calls and emails
• Upsells products when opportunity arises

• Works directly with Sales Manager & Outside Sales team members
• Develop accounts by checking customers' buying history, suggesting related and new items, and explaining new offerings

• Respond to customer inquiries via phone, fax, or email
• Gather all needed information from customer and/or sales representative to be passed off to other Mongo team members
• Provide accurate information on parts, product availability, order status, shipping/freight inquiries, policies and procedures, etc.
• Maintains accurate and updated customer account information
• Investigate, troubleshoot, resolve, and respond to all customer needs and/or problems in a warm and timely fashion
• Process payments over the phone
• File shipping and freight claims on lost or damaged shipments
• Presents customer feedback and suggests improvements or changes that will improve customer satisfaction
• Other duties as assigned

Requirements:

• High School Diploma or GED
• Sales-driven mentality
• Enthusiastic demeanor
• Excellent verbal, written and electronic communications skills
• Proficiency in computer use and typing
• Attention to detail and good record keeping skills
• High degree of organization
• Basic math proficiency
• Ability to work independently and/or as part of a team
• Familiarity with any CRM software, preferred
• Knowledge in construction and/or agricultural parts/machines (not required, but a bonus)