Customer Service Representative

Attachments King is an eCommerce startup in the Heavy Equipment Industry. We?re recruiting a sharp, optimistic, action-oriented, and empathetic Customer Service Representative to help us manage inbound equipment orders and support requests from companies and individual operators.

This position is an opportunity to lead and further design the day-to-day service operations of the Attachments King... customer experience. The Customer Service Representative is responsible for operating the end-to-end process of inbound requests through to order delivery, including documenting customer information, determining equipment compatibility, communicating with vendors, and reviewing past communication and existing processes to identify opportunities to continually raise the bar for the customer experience.

The ideal candidate for this role will have hands-on experience supporting individual customers and companies in a service-related field. They hold a high bar for customer trust, know how to communicate empathetically through written and verbal communication, and can deliver on multiple requests in parallel. We are looking for someone who can work autonomously, move quickly, spot risks, ask the right questions, clear blockers, and deliver results.

Key Job Responsibilities: ? Answer inbound equipment requests from individual operators and companies via our Chat, Phone, Email, and Lead Forms. ? Support customers by providing functional information about equipment compatibility, availability, price, and performance ? Manage multiple concurrent requests, providing regular follow-ups and ensuring each request is resolved on time ? Document customer/company information, order updates, and communication notes into Salesforce ? Communicate with manufacturers to validate lead times and price quotes ? Create and distribute price quotes to customers ? Take customer orders and process payment methods over the phone ? Provide regular communication to customers who have placed orders while the equipment is preparing to be shipped ? Support customers by handling parts/service requests, warranty claims, and return requests via Chat, Phone, Email, and Lead Forms, coordinating with the associated manufacturers to service these requests.

Basic Qualifications: ? 2 years of service experience in a Customer Support / Service environment ? Bachelor?s degree or equivalent ? Desire to work in a fast-paced, rapidly changing environment ? Excellent written and oral communication skills and the ability to confront and defuse difficult situations with grace and compassion ? Attention to detail and capability to work on multiple requests in parallel

Preferred Qualifications: ? Experience in a highly analytical, results-oriented environment ? Strong process definition and optimization skills; proven ability to define effective, efficient, and scalable processes to drive continuous improvement through root cause identification and defect elimination ? Ability to deal with ambiguous problems and the resourcefulness to find information quickly and effectively ? Relentless customer focus

Our small company's working environment is different from larger organizations with more defined processes. Here, processes evolve quickly as we grow and need to scale to increased demand. You'll have the unique opportunity to define processes and implement improvements, playing a crucial role in shaping our future. We're looking for someone who can overcome obstacles independently and genuinely desires the level of responsibility and ownership this role entails.

You will work directly with the company founder and have the opportunity to gain experience on the front lines of a quickly growing business. Heavy equipment knowledge is not required for this role - training and direction will be provided.

Position Information:
? 1099 Contract-To-Hire: 3-Month Contract Period as a 1099 Employee with the opportunity to transition to a full-time W2 position afterward.
? Pay: $65,000 / year
? Time: 40 hours / week

Benefits:
? 3 weeks Paid Time Off
? Fully remote work environment
? (Upon Transition to W2 Employee) Employer-provided Health Insurance
? (Upon Transition to W2 Employee) Employer-provided 401K Retirement Plan