Wheels Customer Service Representative

WHAT YOU WILL BE ACCOUNTABLE FOR: 

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 fullfill 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.

• 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 Manufacturing products and technical information, and be able to communicate in a clear and concise way to Wheels Manufacturing 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 culture, share best practices with the Sales team, learn continuously, and share feedback with others
• Wear multipe 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.

*Represents essential duties.

WHAT YOU NEED TO SUCCEED:

• REQUIRED QUALIFICATIONS:
  • High school diploma or GED
  • 2+ years of 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 as well as the ability to interpret others by observing tone and body language
  • Intermediate working knowledge of Microsoft Office  along with the ability t oquickly 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
• OTHER RELATED CRITERIA
  • Travel
    • Up to 5% travel required which may include travel via airplane and/or motor vehicle requiring a valid driver’s license
  • Physical Requirements
    • Must be able to lift 50 lbs on a regular basis
    • Mostly sedentary but may include periods of standing during the day
    • Prolonged exposure to computer screens

MODEL CORE VALUES:

• Innovation - We are creators and makers that encourage and nurture novel thinking. We are not afraid to experiment and learn in the pursuit of creating something special
• Integrity - We behave with the highest sense of ethical conduct; we live and act with integrity and honesty. We are deeply trustworthy and honorable in all that we do
• Responsibility - We are proactive and work to shape our future. Being problem solvers at heart, we seek out solutions and take ownership of outcomes as individuals and as a company
• Craftmanship - We care about what we make and pursue the highest of quality in everything we create. We strive for expertise in our field, and we endeavor to continually improve the skills of our craft
• Deliver Greatness - Together we harness our passion for quality, craftsmanship, innovation, and cycling to accomplish great things. We set our goals high and we continually strive to create something special
• Be a True Partner - We work to develop deep partnerships based on trust and respect with our customers, coworkers, vendors. We seek to create solutions where all parties thrive

We seek talent from all backgrounds to join our teams, and we encourage our employees to bring their authentic and best selves to work. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

Wheels Manufacturing approaches pay in an ethical and transparent way.  Pay ranges are assigned to a job based on market data from 3rd party salary benchmark data as well as balancing internal equity of other roles with similar levels of responsibility.  Individual pay within the range can vary for several reasons including, but not limited to, skills, abilities, experience, tenure, performance, and available budget.