Phone & Email
- Answer inbound calls promptly and professionally. You're a primary answer point during business hours. Keeping the phone answered and calls handled is the core of the job.
- Own your email queue. Respond to customer emails quickly and completely. No message sits unanswered past the standard response window.
- Follow up. Every open question, quote, or issue gets a next step. Riders don't fall through the cracks on your watch.
Outbound — D2C Sales
- Chase the opportunity. Follow up on open leads, quotes, and abandoned carts. Don't wait for the phone to ring; go get the sale.
- Reconnect with riders. Reach back out to past customers with the right product at the right time. Turn one seat into a repeat relationship, and grow the size of the order with the full seat and accessory lineup.
Outbound — Dealer Development
- Prospect new dealers. Identify and reach out to prospective dealers. Open new accounts and grow Mustang's presence on dealer floors.
- Drive dealer portal adoption. Get new and existing dealers onto the dealer portal and ordering through it. Make it their default way to buy.
- Keep dealers ordering. Stay on top of existing dealer accounts. Follow up, reorder, and grow the size and frequency of dealer purchases.
Orders & Product Support
- Guide riders to the right product. Learn the seat and accessory line well enough to match customers to what actually fits their bike and how they ride.
- Process orders accurately. Enter and track orders cleanly. Get the details right so the shop floor and shipping aren't cleaning up mistakes downstream.
- Handle returns and issues. Work returns, exchanges, and problem orders start to finish, and know when to escalate.
Systems & Follow-Through
- Log everything in the CRM. Capture calls, emails, and customer details in Mustang's CRM so nothing gets lost and the whole team can pick up where you left off.
- Stay organized under volume. Juggle phone, email, and orders at once without dropping the ball or the details.
You won't be expected to master all three lanes on day one. We'll assess where you're strongest in the first 30 to 60 days, start you on inbound plus the outbound track that fits you best, and graduate you into the others as you prove out. Perform, and the role grows with you.
- Start. Inbound phone and email, plus the one outbound lane, dealer or D2C, where you're strongest out of the gate.
- Graduate. Take on the second outbound lane once you're displaying efficiency and showing strong performance, and carrying it without dropping the inbound ball.
- Own it. Run all three at a high level and you're the model this team scales on.
- Experience required. Prior customer service, inside sales, or call-center experience. You've worked a phone and email queue before and know how to handle volume.
- A closer's instinct. You're comfortable picking up the phone to open a dealer account or chase a D2C sale, not just answer one. Follow-up is second nature and you like turning outreach into orders.
- Attitude and positive energy above all. This is the one thing we won't compromise on. Positive, upbeat, and professional, and steady when it gets busy. You lift the team up and treat every rider like they matter, because they do. Skills we can teach. Attitude we can't.
- Fast and organized. Comfortable in a fast-paced environment, quick on systems, and disciplined about follow-up.
- Strong communicator. Clear, friendly, and confident on the phone and in writing.
- On-site, reliable, and ready to work. This is an in-person role at our Three Rivers, Massachusetts facility. Dependable attendance is non-negotiable. Potential for light travel (roughly 10%) to support dealer shows, events, and rallies.
- Motorcycle or powersports knowledge is a plus. Not required, but if you know bikes and the rider world, you'll ramp faster.
- Pay: $55,000–$65,000 per year, depending on experience.
- Health benefits: Medical, dental, and vision coverage.
- 401(k): Retirement plan with company match.
- Paid time off: Vacation, personal, sick time, and paid company holidays.
Mustang Seats is a veteran-owned, American-made manufacturer based in Massachusetts. 46 years of craft. Rider to rider.
