Backcountry.com:
Gearhead Operations Team Lead - Powersports Job in West Valley City, VT
Premium
See who posted the job
Premium
Competitive Insights
Premium
Check your commute time
Closed
West Valley City, VT
Full-time | Operations
About the job
The Gearhead Operations Team Lead is the driving force for positive influence to our Gearhead team. You’ll create a lively environment through creative motivation, meaningful coaching and effective leadership. You will optimize the customer experience to ensure that we exceed satisfaction at every interaction by enlisting the Gearheads to become advocates for their customers, finding solutions that address all of their needs. You’ll do all of this while maintaining focus on costs and achieving service levels.About the Role:
Ability to model exceptional service, to wow each and every one of our customers. Strong ability to develop this skill in direct reports through real-time feedback and encouragement.
Owns performance improvement plans for all direct reports in collaboration with the department manager. Develops measurable goals for improvement, delivers these plans for improvement and tracks the progress with direct reports.
Holds regular One on One meetings with all direct reports and documents current metrics, attendance and schedule adherence, attitude and standing. Uses these documented meetings along with objective assessments to create a bi-annual review for each direct report.
Acts as the highest level technical resource within the Gearhead Operations.
Is the liaison between the customer and internal staff in resolving complex customer issues. Makes recommendations for improved procedures and processes – to avoid repeated issues.
Holds ownership of and leads a team of Gearheads.
Analyzes, resolves and closes a high degree of incoming complex customer tickets. Uses personal judgment, factoring in the customer issue, long-term customer relationship and overall cost impact to the company.
Cultivates our company's values through their actions and the ability to communicate the importance of our values to their team.
Works directly with other departments – such as the distribution center to educate staff on best practices for packing expensive/unique products, to ensure customer satisfaction upon arrival.
Acts as a department spokesperson and representative for various company meetings.
Acts as department back-up as needed – taking over-flow incoming calls/chats/emails.
Coaches Gearheads to understand systems, tools, processes and policies necessary to deliver a positive customer experience
Provides visible leadership that fosters a sense of ownership of work, encourages team innovation and development, and gives direction regarding technical information and priority for problem solution.
Create a culture of accountability that reinforces and cultivates authenticity between our Gearheads and customers
Manages to customized workflow orders for various products, Amazon and eBay, and other projects and tasks as assigned by management.
About You:Exuberant leadership qualities and ability to engage staff, monitor and motivate performance
Ability to encourage team and provide individualized feedback
Solid understanding of the mechanical experience with multiple styles/types of motorcycles and ATVs, along with knowledge of common upgrades and customized parts.
Coaching and mentoring ability for a diverse workforce.
Excellent ability to self manage time, work independently, and ability to make decisions that affect company revenue and/or customer retention.
Requires the ability to handle multiple projects on various levels within tight timelines.
Ability to communicate effectively with a wide degree of customers including all levels of staff within the organization.
Ability to own the customer experience with escalated contacts.
High degree of mechanical aptitude to understand application/fitment of industry products.
Power Sport mechanical training/trade school is a plus.
Experience with the power sports industry with an emphasis on dirt bike, street bike and ATV’s.
Prior experience in a call center/customer service environment; resolving a wide degree of customer issues.
Proficient in working with multiple ERP systems, tracking tools and OEM and vendor/dealer websites.
Strong computer knowledge with the ability and eagerness to learn new procedures and programs.
About MotoSport MotoSport.com is more than a powersports company. We are a gathering of power sports devotees who ride and wrench like there’s no tomorrow… just like our customers. Because we ‘re living the moto life, we make sure that we have the right parts and gear for you – whoever you are. But we wouldn’t be that different from the other guys if we just had a ton of stuff, would we? So we’ll do you one better: here at MotoSport.com we have a wealth of expert knowledge that comes from experience. That means our customers get the right parts and gear every time, and we go above and beyond to get it there in time. At the end of it all, we strive to make people (who aren’t that different from us) happy and satisfied… after all, we know what it’s like to be passionate about powersports, so who better to bring that enthusiasm to life than MotoSport?
We take this concept seriously, both personally and professionally, which for employees translates to careers with growth potential and the ability to take ownership and make an impact daily. Perks such as an excellent gear discount, an annual summer Adventure Contest, summer barbecues, and a pet-friendly office make for a fun work environment. MotoSport employees will have the benefit of working with colleagues who are passionate about their careers as well as the outdoors. Benefits include medical, dental, vision, and disability & life insurance, paid maternity and paternity leave, 401(k) matching, and Flexible Spending or Health Savings Accounts.
Check us out in action here:
! We Ride
Ability to model exceptional service, to wow each and every one of our customers. Strong ability to develop this skill in direct reports through real-time feedback and encouragement.
Owns performance improvement plans for all direct reports in collaboration with the department manager. Develops measurable goals for improvement, delivers these plans for improvement and tracks the progress with direct reports.
Holds regular One on One meetings with all direct reports and documents current metrics, attendance and schedule adherence, attitude and standing. Uses these documented meetings along with objective assessments to create a bi-annual review for each direct report.
Acts as the highest level technical resource within the Gearhead Operations.
Is the liaison between the customer and internal staff in resolving complex customer issues. Makes recommendations for improved procedures and processes – to avoid repeated issues.
Holds ownership of and leads a team of Gearheads.
Analyzes, resolves and closes a high degree of incoming complex customer tickets. Uses personal judgment, factoring in the customer issue, long-term customer relationship and overall cost impact to the company.
Cultivates our company's values through their actions and the ability to communicate the importance of our values to their team.
Works directly with other departments – such as the distribution center to educate staff on best practices for packing expensive/unique products, to ensure customer satisfaction upon arrival.
Acts as a department spokesperson and representative for various company meetings.
Acts as department back-up as needed – taking over-flow incoming calls/chats/emails.
Coaches Gearheads to understand systems, tools, processes and policies necessary to deliver a positive customer experience
Provides visible leadership that fosters a sense of ownership of work, encourages team innovation and development, and gives direction regarding technical information and priority for problem solution.
Create a culture of accountability that reinforces and cultivates authenticity between our Gearheads and customers
Manages to customized workflow orders for various products, Amazon and eBay, and other projects and tasks as assigned by management.
About You:Exuberant leadership qualities and ability to engage staff, monitor and motivate performance
Ability to encourage team and provide individualized feedback
Solid understanding of the mechanical experience with multiple styles/types of motorcycles and ATVs, along with knowledge of common upgrades and customized parts.
Coaching and mentoring ability for a diverse workforce.
Excellent ability to self manage time, work independently, and ability to make decisions that affect company revenue and/or customer retention.
Requires the ability to handle multiple projects on various levels within tight timelines.
Ability to communicate effectively with a wide degree of customers including all levels of staff within the organization.
Ability to own the customer experience with escalated contacts.
High degree of mechanical aptitude to understand application/fitment of industry products.
Power Sport mechanical training/trade school is a plus.
Experience with the power sports industry with an emphasis on dirt bike, street bike and ATV’s.
Prior experience in a call center/customer service environment; resolving a wide degree of customer issues.
Proficient in working with multiple ERP systems, tracking tools and OEM and vendor/dealer websites.
Strong computer knowledge with the ability and eagerness to learn new procedures and programs.
About MotoSport MotoSport.com is more than a powersports company. We are a gathering of power sports devotees who ride and wrench like there’s no tomorrow… just like our customers. Because we ‘re living the moto life, we make sure that we have the right parts and gear for you – whoever you are. But we wouldn’t be that different from the other guys if we just had a ton of stuff, would we? So we’ll do you one better: here at MotoSport.com we have a wealth of expert knowledge that comes from experience. That means our customers get the right parts and gear every time, and we go above and beyond to get it there in time. At the end of it all, we strive to make people (who aren’t that different from us) happy and satisfied… after all, we know what it’s like to be passionate about powersports, so who better to bring that enthusiasm to life than MotoSport?
We take this concept seriously, both personally and professionally, which for employees translates to careers with growth potential and the ability to take ownership and make an impact daily. Perks such as an excellent gear discount, an annual summer Adventure Contest, summer barbecues, and a pet-friendly office make for a fun work environment. MotoSport employees will have the benefit of working with colleagues who are passionate about their careers as well as the outdoors. Benefits include medical, dental, vision, and disability & life insurance, paid maternity and paternity leave, 401(k) matching, and Flexible Spending or Health Savings Accounts.
Check us out in action here:
! We Ride