Gear Advisor Coordinator

Jenson USA

Riverside, CA, USA Remote

Full time

Jun 11

Summary:

The Gear Advisor Coordinator is a support role for the Gear Advisor Pro Team by addressing the customer service and administrative work associated with sales.

 Essential Responsibilities

  • Shows our customers the love at every opportunity!
  • Collaborates with the Gear Advisor Team to manage post-sale issues. 
  • Ensures requests are processed from Gear Advisors for re-shipment of lost or mis-shipped orders.
  • Establishes and monitors shipping claims for lost or damaged shipments.
  • Monitors, responds to, and redirects all help-desk tickets as appropriate.
  • Handles calls, emails, and chats from the Gear Advisor department.
  • Works cross-functionally to build internal relationships with warehouse, shipping, and returns departments to correct order and return issues.
  • Monitors and maintains price match request queue. 
  • Acts as a liaison between customers and contracted shipping companies to resolve issues with in-transit changes.
  • Monitors and maintains reports such as Discontinued Backorder List, Unreserved Reports, and Distributer reports.
  • Generates and forwards UPS shipping labels.
  • Contacts customers regarding canceled orders to replace or recover the order.
  • Uses fraud software to acquire approval on expedited orders.
  • Additional tasks/duties as assigned.

 Qualifications

The successful candidate will be an advocate for cycling in the local community and a knowledgeable resource for both employees and customers regarding all aspects of cycling.

  • High school diploma or GED equivalent.
  • Exceptional customer service knowledge and attitude.
  • Proficient with Microsoft Office.  Ability to use or learn other software programs.  
  • Familiarity with e-commerce sales process.
  • Exceptional organizational skills.
  • Strong collaborative and team-building skills.
  • Highly motivated.
  • Ability to build relationships quickly while demonstrating dependability/trust.
  • Ability to remain calm under pressure.
  • Strong written and verbal communication skills.
  • Remote options are available for CA and OR residents only.

 Desired Knowledge and Skills

  • Outdoor sports industry experience.
  • Experience working in a bike shop.
  • Familiarity with the bicycle industry.
  • Familiarity with using a team’s CRM.

 Skills/Abilities We Look For

  • Adaptability- demonstrates flexibility with change.
  • Organization- effectively balances conflicting priorities to manage workflow, ensure completion of essential projects, and meets critical deadlines.
  • Proactive Anticipation of Needs- utilizes analytical skills and broad understanding of the business to effectively address problems and acts to prevent them. 
  • Communication- listens to understand the needs; speaks with confidence using clear and concise language, produces well-thought-out professional correspondence that is free from grammatical and spelling errors.
  • Service-Oriented- interacts professionally with leaders, customers, vendors, and team members. Promptly responds to requests with accuracy and a courteous demeanor.
  • Team Player- works as a competent member of the team, willing to support others.
  • Computer Familiarity- proficient in using standard office equipment. Demonstrates advanced proficiency by adapting to new technology and easily acquiring new technical skills.
  • Judgment- exhibits sound judgment and the ability to make reasonable decisions in the absence of direction. Swiftly refers problems/issues to the appropriate person when necessary. 
  • Initiative- works effectively while asking for direction when needed.

Compensation 

This is a non-exempt/hourly position between $15.00 – 17.00/hr, plus monthly bonus.

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