Gear Advisor Coordinator

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.

Benefits

We offer a variety of benefits and perks for full-time employees, including:

• Medical, Dental and Vision Insurance
• Flexible Spending Account
• 401(k) Retirement Plan with Employer Matching
• Supplemental Life Insurance
• Employee Purchase Discount Program
• Professional Growth & Development Opportunities

Jenson USA is proud to operate as a drug-free workplace. All new hires must complete a pre-employment drug screen. Jenson USA is committed to Equal Employment Opportunity regardless of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.