Intense LLC:
Customer Service Representative Job in Temecula, CA
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Temecula, CA
Full-time | Customer Service, Ecommerce, Management - Brand, Operations, Sales - Inside, Sales - Outside, Warehouse
About the job
INTENSE is adding a Full-time Customer & Warranty Service Representative!! Join us to work with a 28-year-old boutique bike brand that is driven to convert a passion for racing into innovative and striking mountain bikes. We are looking for a self-motivated and well-spoken Warranty Service Representative to join our sales and customer service team. This person will be responsible for communicating with Dealers and Customers in regards to their claims and ensuring that the entire process is fully completed.
Warranty Service Responsibilities:
- Job entails spending the day resolving and assisting with warrantable/technical issues for both International Customers, Distributors, Domestic Dealers as well as E-Comm Customers
- Make outbound calls/emails to Customers and Dealers in regards to their CASES
- Work in conjunction with the Factory Territory Reps on Dealer claims and tech questions
- Process all warranty and crash replacement claims to ensure proper documentation
- Understand customer needs and identify options and solutions
- Continuously communicate with Customer Service and Technical Team
- Keep up on product and service information/updates
- Be able to explain and elaborate on technical and warrantable decisions
- Resolve and process technical/warranty claims in a timely manner
- Respond to new cases within 48 business hours or less.
- Receive/process/generate RMAs, Sales Orders and Claims via phone, email, ZenDesk and E-Commerce channel (i.e., Shopify and NetSuite)
- Follows-up on Proof of Destructions, Returned Products, and Outstanding Claims
- Performs other duties as assigned on a daily basis
- Adaptable to change to support the continuous growth of the company
Job Requirements:
- Must have a minimum of a High School Diploma or higher.
- Flexible work schedule to include weekend and holiday shifts.
- Technical bike knowledge and understanding of bicycle suspension is required.
- Previous experience in the bike industry required.
- Some travel may be required/ability to attend events.
- Previous experience in an outbound call center in regards to technical services is preferred.
- Good organizational skills and the ability to multitask.
- Exceptional customer service skills.
- Excellent communication skills - both verbal and written.
- Strong listening and problem solving skills.
- Team player - ability to work and communicate effectively with senior management and co-workers.
- Proficiency in Microsoft Office and CRM (customer relationship management) software.
- ZenDesk, NetSuite, and Shopify experiences preferred.
INTENSE provides:
- Generous discount program.
- Health, dental, vision, and life insurance.
If this describes you, please forward your resume through Malakye or to tiffany.geronimo@intensecycles.com. Both go to the same place.
Warranty Service Responsibilities:
- Job entails spending the day resolving and assisting with warrantable/technical issues for both International Customers, Distributors, Domestic Dealers as well as E-Comm Customers
- Make outbound calls/emails to Customers and Dealers in regards to their CASES
- Work in conjunction with the Factory Territory Reps on Dealer claims and tech questions
- Process all warranty and crash replacement claims to ensure proper documentation
- Understand customer needs and identify options and solutions
- Continuously communicate with Customer Service and Technical Team
- Keep up on product and service information/updates
- Be able to explain and elaborate on technical and warrantable decisions
- Resolve and process technical/warranty claims in a timely manner
- Respond to new cases within 48 business hours or less.
- Receive/process/generate RMAs, Sales Orders and Claims via phone, email, ZenDesk and E-Commerce channel (i.e., Shopify and NetSuite)
- Follows-up on Proof of Destructions, Returned Products, and Outstanding Claims
- Performs other duties as assigned on a daily basis
- Adaptable to change to support the continuous growth of the company
Job Requirements:
- Must have a minimum of a High School Diploma or higher.
- Flexible work schedule to include weekend and holiday shifts.
- Technical bike knowledge and understanding of bicycle suspension is required.
- Previous experience in the bike industry required.
- Some travel may be required/ability to attend events.
- Previous experience in an outbound call center in regards to technical services is preferred.
- Good organizational skills and the ability to multitask.
- Exceptional customer service skills.
- Excellent communication skills - both verbal and written.
- Strong listening and problem solving skills.
- Team player - ability to work and communicate effectively with senior management and co-workers.
- Proficiency in Microsoft Office and CRM (customer relationship management) software.
- ZenDesk, NetSuite, and Shopify experiences preferred.
INTENSE provides:
- Generous discount program.
- Health, dental, vision, and life insurance.
If this describes you, please forward your resume through Malakye or to tiffany.geronimo@intensecycles.com. Both go to the same place.