Customer Service Rep
Posted by Wheels Manufacturing on 10/25/2021
Job Basics
Industry Sector: Bike
Job Categories: Customer Service
Company Type: HardGoods/Equipment
State: CO
City: Louisville
Country: United States
Required Experience: 1 - 3 years
Job Type: Full Time
Salary: $16-21 an hour
Required to Relocate:
Required to Travel:
Employee May Telecommute: No
Job Seeker Must Live Within: 25 miles
Job Description & Requirements
Summary:
The Customer Service Representative will work with Wheels Manufacturing customers to provide product support and respond to warranty questions and concerns. Additionally, this person will assist the customer in identifying which Wheels Manufacturing products can fulfill their repair and service needs. This individual will be responsible for customer order entry via phone, email, or in the Wheels Manufacturing Magento e-commerce software platform, and will work collaboratively with Wheels Manufacturing shipping department to ensure that all “Wheels Direct” customer orders are fulfilled each day.
Benefits and Pay:
This is a full time, benefit eligible job. We offer medical, dental, vision, life insurance and 401(k) plans to begin on the first of the month following 30 days. In addition, accrued Paid Time Off is offered which is generally 14 days earned within 12 months. The hiring range for this role is $16-$21 an hour, depending on skills and experience.
Responsibilities:
- Provide excellent service to Wheels Manufacturing customers to ensure they have a positive experience and receive the products or information they need.
- Become a subject matter expert regarding Wheels Mfg.’s products and technical information, and be able to communicate in a clear and concise way to Wheels Mfg’s customers.
- Stay current and informed of cycling industry news and trend and conduct product research and maintain product compatibility resources.
- Communicate and document any recurring operational or customer issues to supervisor in a timely manner
- Assist with Minimum Advertised Price policy (MAP) monitoring and enforcement program
- Provide monthly reporting from the Magento e-commerce platform, to your supervisor as needed.
- Make a positive contribution to Wheels Manufacturing’s culture, share best practices with the Sales team, learn continuously, and share feedback with others.
- Wear “multiple hats” to support the team by taking on special projects in areas such as shipping, order picking, or assembly.
- Other tasks and responsibilities as assigned
Required Qualifications:
- High school diploma or GED required
- 2+ years’ experience in customer service (responding to inquiries via email, phone, and social media)
- Basic understanding of product sales to customers. Excellent relationship building skills supplemented by self-awareness and continuous self-improvement
- Excellent verbal and written communication skills required, as well as the ability to interpret others by observing tone and body language
- Intermediate working knowledge in Microsoft Office along with the ability to quickly learn other programs as needed.
- Experience with shipping software, picking orders and packaging
Preferred Qualifications:
- Bicycle industry experience strongly preferred.
- Advanced knowledge of bicycle parts and components.
- Adobe Magento E-Commerce platform or similar e-commerce platform experience.
Additional Requirements:
- Up to 5% travel required which may include travel via airplane and/ or motor vehicle.
- A valid driver’s license is required.
- Duties will be performed in a climate-controlled environment.
- Must be able to lift up to 50 lbs on a regular basis
- This position is mostly sedentary but may include periods of standing during the day.
- Prolonged exposure to computer screens
