Regional Sales Support Specialist

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Regional Sales Support Specialist

The Regional Sales Support Specialist serves as a primary connection point between ENVE, its riders, and its dealer network. This position provides premium consumer and dealer support related to product selection, sales, technical service, warranty administration, order management, fulfillment, and post-purchase needs. The role partners with Factory Representatives and cross-functional teams to support dealer relationships, territory objectives, customer satisfaction, and a consistent experience across ENVE’s consumer and dealer channels.

The position reports directly to the Global Customer Experience Manager and maintains a functional relationship with the Global Technical Service Manager for technical service, warranty, claims administration, and related responsibilities. The Regional Sales Support Specialist executes established service processes, documentation requirements, and escalation protocols and coordinates complex technical questions, warranty exceptions, product concerns, and recurring service issues with the Global Technical Service Manager.

• Provide Consumer and Dealer Support: Serve as a primary support contact for consumers and dealer accounts through Zendesk, telephone, email, and other approved communication channels. Manage inquiries involving product selection, technical support, warranty processing, order management, fulfillment, and post-purchase needs while delivering responsive, accurate, and professional service.
• Support Dealer Relationships and Regional Sales: Partner with Factory Representatives and the Sales team to support dealer engagement, territory objectives, account follow-up, order-book management, product-availability communication, sales initiatives, and issue resolution. Build productive relationships with dealer accounts that contribute to account satisfaction, retention, and long-term growth.
• Execute Technical Service Warranty and Claims Processes: Perform assigned technical-service, warranty, and claims-administration responsibilities in accordance with established policies, SOPs, workflows, documentation requirements, and service standards. Coordinate with the Global Technical Service Manager regarding complex technical inquiries, product concerns, warranty exceptions, claims issues, and other matters requiring escalation or policy interpretation.
• Coordinate Cross Functional Operations and Maintain Records: Collaborate with Customer Experience, Sales, Technical Services, Operations, Fulfillment, Product, Marketing, and other departments to resolve consumer and dealer needs throughout the sales and service process. Maintain accurate and complete case, customer, warranty, order, and transaction documentation in Zendesk, SAP, warranty systems, and other designated platforms.
• Support Continuous Improvement and Brand Engagement: Identify and communicate customer feedback, recurring service trends, product concerns, and opportunities to improve workflows, service quality, and operational efficiency. Support implementation of new processes, training, product launches, dealer education, customer activations, and other consumer- or dealer-facing events as requested.

• Assist with regional and national consumer- and dealer-facing events.
• Provide cross-functional assistance to Sales, Marketing, Operations, Warranty, and other departments as needed.
• Support internal documentation, reporting, training, and communication initiatives.
• Maintain a safe, organized, and professional work environment.
• Comply with all company policies, procedures, and operational standards.
• Perform other duties as assigned.

• Achievement of individual and departmental goals and objectives.
• Consumer and dealer satisfaction metrics.
• Responsiveness and effectiveness across communication channels.
• Quality and accuracy of case management and operational support.
• Effectiveness of communication and collaboration across departments.
• Contribution to dealer retention and positive account relationships.
• Effective communication and ability to work with all departments.
• Compliance with Company policies (e.g., safety, quality, attendance, etc.) and operational procedures.

This position does not have direct supervisory responsibilities. It reports directly to the Global Customer Experience Manager and maintains a functional relationship with the Global Technical Service Manager for…