Customer Service Cycling Technical Expert

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 Performancebike.com and Danscomp.com. 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.

 Essential Responsibilities

· 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.

Non-Essential Responsibilities (As-Needed Basis)

· Warehouse Support: Assist with inventory quality control, verify warehouse product locations, process vendor returns, and return restocked merchandise to shelves.

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 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:

o Processing walk-in customer orders and physical distribution center pickups.

o Fulfilling, weighing, measuring, and adjusting inventory counts or descriptions in the warehouse.

o Utilizing Zendesk, MS Outlook, and MS Teams to prioritize and manage physical office ticketing needs.

Qualifications & Requirements

· 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.

Physical Demands & Work Environment

· 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).

Key Characteristics Desired

· 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.

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