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Bike Job: Senior Customer Service Representative
2 months ago
Bike Job: Senior Customer Service Representative (Wellesley)
High End bicycle manufacturer is seeking a Senior Customer Service Representative to provide top quality service to customers and retailers across the country. Knowledge of bicycles and the bicycle industry is preferred but not required.
Tasks:
Responsible for efficient and accurate administration; define administrative processes and ensure they are followed.
Deal directly with customers either by telephone, electronically, or face to face. Handle orders, product inquiries, inventory control, and warranties.
Process orders, forms, applications, and requests. Keep record of customer interactions and transactions.
Obtain accurate information related to ship dates, back orders, expected delivery dates. Monitor scheduled shipment dates to ensure timely delivery and expedite as needed.
Respond promptly to customer inquiries, handle and resolve customer complaints.
Ensure high customer satisfaction through a proactive, efficient, and accurate work style. Be able to handle pressure and apply pushback when needed.
Set up and maintain customer files and remain current on customer records.
Follow company policies and procedures.
Coordinate shipments with our 3PL logistics partner and ensure timely shipment and invoicing.
Communicate with headquarters in Switzerland on a regular basis to update records and provide valid information to the US sales force.
Generate weekly statistics for management and the sales force.
Present a professional image at all times to customers, vendors, and staff.
Education and Experience:
High school diploma, general education degree, or equivalent.
Profound knowledge of customer service principles and practices, ideally in the bike industry, sporting goods, apparel, or footwear.
A minimum of 5 years experience in a customer service position.
Excellent computer skills, specifically using Microsoft Office suite, Microsoft Axapta, or Dynamics.
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