Bike Shop – Bike Warranty Specialist

At Backcountry, our mission is to connect people to their passions. Our four online stores—Backcountry, Competitive Cyclist, Moto Sport and, Steepand Cheap—aim to supply our customers with the gear, knowledge, and inspiration necessary to get out there and chase down life’s greatest moments. We do this by providing the biggest and best assortment of premium outdoor products, superior shopping experience, personalized Gearhead expertise, lightning-fast and accurate fulfillment, and inspirational, informative, and community-centered content.

The Bike Warranty Specialist is responsible for assessing and coordinating warranty claims between customers and vendors for bikes and bike parts. This role involves clear communication with customers throughout the warranty process, managing bike returns, and evaluating the condition of used and returned gear. The ideal candidate brings knowledge of bikes and outdoor gear, strong analytical skills for assessing gear condition, and a commitment to excellent customer service.

This position will report into the Bike Assembly Operations Manager.

• Respond to all emails in a 24-hour (business days) period
• Monitor and manage incoming emails through the warranty bike channel
• Field warranty claims from both internal and external customers
• Gather and document relevant case information including issue type, purchase date, warranty status, and vendor details
• Work through an assigned case list to prioritize and resolve open warranty claims
• Set up warranty SKUs, receive SKUs, and create orders for customers
• Process bike specific returns for bikes and bike parts using Interchange
• Locate and ship parts that were missing or damaged on new bike orders
• Ship bad products to vendors in exchange for credit or replacement parts
• Add warranty and replacement items into inventory as needed
• Identify, count, and sort packages and inventory with a high level of accuracy
• Communicate with customers throughout the warranty process to provide updates and resolve issues
• Utilize Microsoft 365 tools including Outlook for email management, Forms for data collection, and Excel for tracking and reporting
• Create, compile, and maintain reports for accounting
• Reconcile data between Excel Docs and Interchange reports
• Maintain a clean and tidy work area
• Assist in training as needed
• Work autonomously and manage open warranty cases independently in the absence of the Warranty Supervisor

• High School Diploma or Equivalent
• Excellent working knowledge of all current Bike Products and parts as well as associated soft goods
• Knowledge of Microsoft 365 including Outlook, Excel, and Forms
• Basic familiarity with AI tools such as Claude or similar productivity-focused AI assistants

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Terms are defined as “Regularly”: 60 – 100%, “Frequently”: 30 – 60%, “Occasionally”: 10 – 30%, “Rarely”: 1 – 10%.

• Regularly use hearing/speech abilities to communicate with coworkers, give/receive instruction, listen for equipment malfunctions, etc.
• Regularly use sight abilities: depth perception, hand/eye/foot coordination, visual acuity in near-, mid-, and far-range vision.
• Regularly stand/walk on concrete floor
• Frequently climb up and down stairs but rarely climb ladders
• Frequently bend/twist at waist/knees/neck
• Frequently use both hands/arms to reach/push/pull/lift:
• Constant: 10 – 30 lbs.
• Occasional: 30 – 60 lbs.
• Rarely: less than 10 lbs., or greater than 60 lbs.
• Crawling is typically not required
• Work is performed…