Gear Advisor Coordinator

Jenson USA

Riverside, CA, USA Remote

Full time

Oct 11

Gear Advisor Coordinator

Reports To: Call Center Manager

Hours Required: Full Time, 40 hours per week

Department: Sales & Customer Relations

Jenson USA is an e-commerce cycling retail business. Our purpose is to inspire People to Ride, Experience, and Explore!

We bring our culture to life through our values.

We are focused on a vision to "grow" beyond out limitations

Summary

The Gear Advisor Coordinator is a support role for the Gear Advisor 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 cancelled 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.

Desired Knowledge and Skills:

  • Outdoor sports industry experience.
  • Experience working in a bike shop.
  • Familiarity of the bicycle industry.
  • Familiarity using a teams CRM.


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Jenson USA

We Keep You Pedaling

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