Title: Will Call Lead

Department: Sales & Customer Service | Retail

Reports To: Retail Sales Manager

Hours Required: Full-time, Non-Exempt

Schedule: Weekends Required

Location: HQ | 1615 Eastridge Ave. Riverside, CA 92507

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 our limitations.

Summary

Our Retail Team is a primary link between Jenson USA and our customers. This position ensures professional, accurate and timely processing of will-call orders. This role is customer-facing at the will-call desk and handles the transactional side of the will call process. Ideal candidates will have experience in the bicycle industry or a strong passion for cycling. This associate picks orders, solves customer inquiries, fosters relationships with customers and supports the Customer Service team as needed. Jenson USA maintains retail-focused operating hours; Saturday/Sunday work may be regularly scheduled.

Essential Duties and Responsibilities

·      Provides Jenson USA customers with exceptional customer service through fulfilling orders and meeting customer needs (Core Value#1 “Customers are Everything. Show them the love!”).

·      Demonstrates a true passion for cycling and stay informed on the latest cycling products, technology, and market trends.

·      Pick all will call orders for customer pick up.

·      Handles escalated customer support issues that arise in the Will-Call Center.

·      Handles start/end of day procedures (cash count, physical security, alarm, etc)

·      Maintain locker and will call area cleanliness, functionality and report any issues.

·      Problem solve customer inquiries by investigating problems, developing solutions, ensuring customer satisfaction.

·      Completes inventory transactions and movements with a high level of accuracy.

·      Responds to incoming customer email and telephone customer support on an as-needed basis.

·      Prepares the Will Call area for normal operations and handle the End of Day procedures.

·      Promotes a team environment by collaborating with teammates to meet customer expectations.

·      Problem solve customer inquiries by investigating problems, developing solutions, ensuring customer satisfaction.

·      Handles visitor badges and guest sign in / out process

·      Ability to lift, push, and pull up to 50 pounds.

·      Other duties as assigned

Qualifications

·      High school diploma or GED equivalent

·      Advocates for cycling in the local community

·      Strong written and verbal communication skills

·      Must be computer literate (browser, email, office applications)

·      Energetic, enthusiastic, positive attitude, and committed

·      Passionate, friendly, outgoing, eager-to-learn attitude

·      Prior sales experience and training preferred

Skills/Abilities

·      Adaptability - Demonstrates flexibility with change.

·      Proactive Anticipation of Needs – Addresses problems and acts to prevent them. Utilizes analytical skills and broad understanding of the business to effectively interpret needs.

·      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, clients, 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 provide back-up support for others.

·      Computer/Technical Savvy – Is proficient in using standard office equipment. Demonstrates advanced proficiency by adapting to new technology and easily acquiring new technical skills.

Compensation

·      The Will Call Lead position starts at $19.00 per hour.

Benefits

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

·      100% Covered Employee Medical Coverage

·      Dental and Vision Insurance

·      3 Weeks of Paid Time Off

·      7 Paid Holidays

·      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 and background check. 

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.