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Customer Service Specialist

2 months ago

Miamisburg, United States United Wheels Inc. Full time

Overview of the Company

United Wheels Inc. (“UWI”) is an international, privately held business, with affiliated companies and operations in Asia, the Americas and around the world. UWI is a world leader in the design, manufacture and international distribution of bicycles, e-bikes, and rideable toys, manufacturing more than 6 million bicycles and e-Bikes each year. In additional to cycling, UWI is at the forefront of materials science though Allite Inc. and its affiliated companies, which utilizes its proprietary magnesium alloys across numerous industries (e.g., sporting goods, robotics, electronics, aerospace, etc.).


UWI owns and operates several bicycle-related subsidiaries. These subsidiaries include:

  • Huffy Corp. (), the iconic bicycling company based in Dayton, Ohio, with more than 125+ years of bicycling history.
  • Buzz Bicycles (https//.buzzbicycles.com)
  • Batch Outdoors Inc. ()
  • Niner Brands International Inc. ()
  • VAAST Bicycles, (a division of Allite Inc.) ()


Summary

  • Directly and effectively provide service support and product warranty assistance to consumers and retailers that contact the Company through the toll-free telephone number, e-mail, chat or Sales Force and fax.
  • Essential Duties and Responsibilities
  • Answer toll-free phone calls from consumers and retailers requesting specialty service assistance and warranty information in a friendly and professional manner.
  • The primary responsibility will be supporting customers with service needs for products.
  • Handle all customers in a professional manner.
  • Quote replacement part pricing for consumers and enter orders in JD Edwards E1 system as required.
  • Enter customer and consumer warranty part orders that fall within existing warranty policies.
  • Respond to consumer and customer e-mails or faxes as instructed by Manager.
  • Manage customer inquiries through the Sales Force system.
  • Issue authorized credits in JD Edwards E1 system as required.
  • Process credit card charge orders through PayPal or other third-party methods of tender.
  • Utilize problem solving techniques and training to assist callers with product assembly, adjustments, repair, and inquiries.
  • Assist eCommerce customer and consumer support team with order entry and service inquires.
  • Assist Parts Service staff by finding acceptable substitute parts when needed to fill back orders
  • Other duties may be assigned.


Supervisory Responsibilities

No current supervisory responsibilities


Education and/or Experience

  • A passion for Cycling and the Outdoors
  • Must be mechanically inclined. Must possess friendly and courteous customer service skills; excellent communication skills (verbal and written); good grammar, voice and diction, ability to work in a fast-paced environment that requires quick decisions to be made; and in-depth product knowledge.
  • High school diploma or equivalent and two to three years’ experience in a call center environment required. Ability to read and interpret documents such as operating and maintenance instructions and manuals. Service Experience with bicycles, eBikes and electronic ride-on’s is preferred. This position may require approximately 2% of domestic travel.


Competencies

  • Customer Focus - Aims to satisfy all customers while maintaining effective relationships, both internal and external. Maximizes those relationships to improve personal, department, and organizational performance. Holds co-workers and customers to a similar standard.
  • Energy - Have a tremendous amount of energy and passion for our people, products, and brands. Approaches each date willing to take on the day’s challenges. Operating at their individual peak performance without encouragement.
  • Energize - Energize teams with enthusiasm and excitement without intimidating them. Projects a positive mental attitude and can-do spirit, who lifts up members of his / her team. Does not get discouraged by setbacks.
  • Edge - Have a competitive edge and an overwhelming desire to win. Hates losing and will give 100% commitment to achieving or exceeding their plan. Willing to make difficult decisions, when called upon.
  • Execution - Action and performance oriented and are focused on attaining results. A team player who is reliable and follows through on tasks to completion. Attention to details.
  • Increases Company Value - Strives to increase sales, reduce costs, improve efficiency, and maximize profits to increase the value of the Company.
  • Innovative / Continuous Improvement - Committed to improving processes, products, services, and a willingness to embrace change for the benefit of our team, department, organization, and shareholders.
  • Integrity - The quality of being honest and having strong moral principles; moral uprightness. Elevating challenges in order to collaborate with co-workers, SLT, ELT, and the Board.


Language Skills

Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Mathematical Skills

Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills

Microsoft Office with strong Word and Excel, J.D. Edwards, PayPal

Certificates, Licenses, Registrations

None Required.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 50 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually quiet.