Customer Service Cycling Technical Expert

Description

Job Title:

Customer Service Cycling Technical Expert

Reports to:

Customer Service Manager, Customer Service Shift leads

FLSA:
Non-Exempt

Job Summary:

Amain Inc. operates premier online retail brands, including  and  As a Customer Service Cycling Technician, you will leverage your deep cycling industry knowledge and mechanical expertise to provide world-class technical support and customer care. This role is perfect for a passionate cyclist who thrives on solving complex technical inquiries, guiding customers to the right products, and ensuring an exceptional shopping experience.

• Technical Support: Diagnose and troubleshoot complex technical and compatibility issues related to cycling components, accessories, and apparel.
• Customer Consultation
  :
  Recommend, select, and help locate merchandise based on unique customer needs; clearly explain product features, care, operation, and warranty information.
• Omnichannel Communication
  :
  Effectively support customers across multiple platforms, including computer-based phone systems, SMS, Live Chat, and email.
• Account & Order Management
  :
  Process orders through our e-commerce platform and research/resolve customer issues regarding order statuses, account discrepancies, pricing matches, promos, and billing.
• Returns & Warranties
  :
  Partner with the Returns department to evaluate technical, cycling-related returns, authorize claims, and issue refunds or credits according to company policy.
• Inventory Cross-Verification
  :
  Proactively research and identify inventory discrepancies by verifying digital data against physical stock in the Distribution Center.
• Team Collaboration
  :
  Identify and report customer contact trends, workflow bottlenecks, or business concerns to management; contribute to broader department goals as directed.

• Warehouse Support
  :
  Assist with inventory quality control, verify warehouse product locations, process vendor returns, and return restocked merchandise to shelves.
• Outbound Engagement
  :
  Conduct outbound sales calls and follow up with customers to resolve return discrepancies.
• Front Desk Liaison Backup
  :
  Serve as a welcoming face for walk-in guests and handle physical on-site tasks, including:
  • Processing walk-in customer orders and physical distribution center pickups.
  • Fulfilling, weighing, measuring, and adjusting inventory counts or descriptions in the warehouse.
  • Utilizing Zendesk, MS Outlook, and MS Teams to prioritize and manage physical office ticketing needs.

• Cycling Expertise: Extensive technical knowledge of bicycles, components, and the cycling industry (prior industry experience or deep mechanical hobbyist experience is absolutely required).
• Technical
  
  Skills:
  
  Proficient with computers (MS Office, Excel, E-mail/Internet) and the ability to quickly learn proprietary software. Minimum typing speed of 25 w.p.m.
• Communication: Strong verbal and written communication skills; comfortable presenting information clearly to both customers and internal team members.
• Core Aptitudes:
  High attention to detail, exceptional multitasking abilities in a fast-paced environment, and a strong collaborative mindset.
• Mathematical
  
  Skills:
  
  Basic proficiency in measuring, calculating rates/ratios/percentages, and interpreting basic inventory graphs.

• Must be able to sit for extended periods (office/call center environment) with occasional standing and walking.
• Frequent use of hands and arms to operate computer equipment and handle cycling components.
• Occasional bending, kneeling, crouching, reaching, or climbing within a warehouse setting.
• Ability to safely lift up to 20 lbs. occasionally.
• Comfortable working in a moderate-noise environment (open call center and active distribution warehouse).

• Friendly, engaging, and confident personality when interacting with the public.
• Polite, helpful, and solution-oriented approach to customer frustrations.
• A dedicated team player with a strong work ethic.