Rider Support Specialist

Crank Brothers, Inc

Laguna Beach, California

Full time

Nov 9

SUMMARY: The Rider Support Specialist will be working with sales, marketing, and technical support departments to provide the ultimate sales and customer service experience to our riders. The candidate will be the point of contact for our consumers through all our communication channels, so we are looking for a person to represent the brand in a professional manner at all times, who is committed to provide immediate replies and solutions to our riders.  

Strong mountain bike knowledge and passion is required based on the technical information that will need to be provided.  

DUTIES AND RESPONSIBILITIES: 

  • Manages interactions with riders including but not limited to live chat, phone, social media and events. 
  • Monitors and responds to customers’ reviews, feedback, questions, concerns and issues on our and third parties websites to keep our online customer rating high. 
  • Remains accessible in the phone queue, responding to incoming calls to provide support and promote sales.  
  • Engages with and advises consumers to determine the product that best fits the rider’s needs.  
  • Remains knowledgeable and up-to-date on new products, trends and industry news.  
  • Responds to consumers technical and compatibility questions.  
  • Resolves order and inventory problems and identifies alternative solutions if needed.  
  • Provide sales and service assistance for walk-in customers in our HQ retail store. 
  • Gather valuable riders’ feedback and share with sales, marketing and product departments.   
  • Performs other related duties as assigned by management.  

 

QUALIFICATIONS: 

  • Bachelor’s degree (B.A.) or equivalent, minimum two years related experience, or equivalent combination of education and experience. 
  • Proficient on MS Word, Excel, SAP; Shopify a plus. 
  • Versatility, flexibility, and an ability to work creatively within constantly changing priorities with enthusiasm. 
  • Ability to manage priorities and workflow 
  • Excellent verbal and written communication skills. 
  • Strong interpersonal skills. 
  • Ability to understand and follow written and verbal instructions 
  • Commitment to excellence and high standards. 
  • Ability to work independently and as a member of various teams and committees. 
  • Must be a self-starter, proactive and able to work individually. 
  • Acute attention to detail. 
  • Creative, flexible, and innovative team player 
  • Knowledge and passion for mountain biking.  
  • Secondary language is a plus.  

 

COMPETENCIES: 

  • Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.  
  • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. 
  • Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.  
  • Communication Skills - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings. Writes clearly and informatively; Varies writing style to meet needs; Able to read and interpret written information. 
  • Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Puts success of team above own interests;  
  • Performance - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals. 

 

PHYSICAL DEMANDS AND WORK ENVIRONMENT: 

  • Occasionally required to lift/push/carry items more than 50 pounds 
  • Occasionally weekends and overtime hours based on the season 
  • Continually required to stand, sit, talk and hear, utilize visual acuity to operate equipment, read technical information, and/or use a keyboard 

 

 

 

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

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Crank Brothers, Inc

Crankbrothers is the leading brand of pedals, wheels, dropper posts, pumps, tools, and accessories. We create products to improve every rider experien...

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