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Customer Service Representative in the Motorcycle and Automotive Industry
2 months ago
The Company. Brown and Watson International (BWI) is behind innovative market-leading brands that span many global vehicle industries. Specializing in lighting and electrical products, as well as portable power management and vehicle accessories, we have a stable of well-established industry names including DENALI Electronics, Vision X, NARVA, Projecta, Philips Automotive, and Big Red Gear. BWI is an Australian-owned and operated holding of GUD, which is listed on the Australian stock exchange.
BWI's USA e-commerce division is based in Exeter, Rhode Island and is responsible for the global online presence of DENALI Electronics, Twisted Throttle , and Vision X Offroad, as well as localized websites for the Projecta and Ultima brands. The company designs, manufactures and markets industry-leading lighting, electronics and accessories solutions for the motorcycle, ATV, Side x Side, and automotive markets.
Our Values:
- Safety: The safety of our team, our trading partners and end-users of our products is our priority
- Action: We delight our customer with timely, complete, and inspired solutions
- Excellence: We demand excellence in our products and our service; of each other, of our partners and of ourselves
- Innovation: We strive to continually implement change in our business that adds value
- Teamwork: We work together as a team and with our trading partners with trust, respect, and integrity to deliver high performance results
About this role:
The Customer Service Representative (CSR) is the retail customers’ trusted point of contact for questions related to ordering, installing, and using our products. Day-to-day you’ll provide excellent customer service, product selection advice, and tech support and ensure a seamless customer experience. It is an exciting opportunity for someone looking to get into the automotive or powersports industry and make an impact in our fast-paced work environment.
Excitement, passion, and experience with motorcycles, SUVs, and light trucks is a must Familiarity with the installation of bolt-on automotive and motorcycle accessories, including 12-volt electrical products, is preferred.
This position includes all types of contact center interaction, including phone, email, live chat, social platform messaging, and in-person interactions at industry events. Internally, the CSR provides feedback to create and improve products, improve the customer experience, and troubleshoot installation challenges. The CSR has the responsibility and the authority to make decisions to take care of the customer, no matter what it takes.
This is the main entry point to our organization and is a great entry to the industry; growth into other departments and management roles is common via our training programs. This role is key to our success: you are the face of our brand, and we are dedicated to developing your skills alongside the success of the company.
Full-time and seasonal part-time (March through September) will be considered. Regular hours are Monday to Friday 8:30 AM to 5:30 PM. Occassional evening and Saturday hours are available. Come join the crew and see what the excitement is about
Key Responsibilities:
- Providing expert outfitting advice for the unique needs of each customer via phone, email, and chat with the intent of closing sales
- Editing and processing customer orders
- Providing estimated time of arrival of backorders and suggesting substitute in-stock items as needed
- Working with the Customer Service Supervisor to improve the customer experience and develop new ways to wow clients
- Talking customers through the installation and use of motorcycle accessories and gear
- Facilitating returns and exchanges
- Assisting in training new recruits
- Other duties as assigned
Key Qualifications:
- 1-3 years of experience in a customer service-related role.
- Must love two- or four-wheel adventure. Experience with overland vehicles or adventure motorcycles and the gear that goes with it is preferred - we need passionate experts that can relate to our customers.
- Must be a polished written and verbal communicator: this career is writing and communication intensive.
- Must love people You'll be interacting with customers and your team all day, every day.
- Dedication to proactive personal development, self-improvement, and hustle.
- Drive to deliver a great customer experience that exceeds expectations.
- Previous experience in retail, customer service, or e-commerce is preferred.
- Ability to focus with attention to detail in a fast-paced environment.
- Proficient in Microsoft Outlook, Excel, Word, and Teams.
- Ability to independently problem solve.
Pay: $20.00 - $24.00 per hour
Employee Benefits:
- Monthly and annual performance bonus
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- 401(K) company match up to 4%
- Paid time off and company-paid holidays
- Product discounts
- Employee Assistance Program (EAP)
- Subsidized classes for professional development
We believe in creating a diverse and inclusive workplace, which is why we are an equal-opportunity employer and welcome applicants from all walks of life to join our team.
Working Conditions: Enthusiasm for motorcycles, SUVs, trucks and all things that go vroom is key to fitting in with our passionate culture. All new hires without previous motorcycle experience are provided an opportunity to attend the motorcycle safety course and obtain their motorcycle driver's license. Whether you are a powersports enthusiast or not, count on the contagion of BWI's passion and drive. You will work in an office environment with a great management team that loves to work hard, have fun, and win
Department hours are 8:30 AM to 8:00 PM Monday through Friday and 10 AM to 5 PM Saturday. Staff members can request and trade specific shifts with each other; some evening and weekend shifts are required of all staff members. The Customer Service department primarily works in-office, however, occasional remote work is possible with supervisor approval once fully trained.
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