Rider Experience Representative (Warranty)

Description

JOB SUMMARY

The ENVE Rider Experience Representative is the living, breathing embodiment of our dedication to our customers. This position has the overall responsibility for brand representation within a specified region in addition to the combined efforts of the expanded Rider Experience Team. Rider Experience team members ensure that the brand and service goals of the company are being met and that customers product and service needs are taken care of. The best candidate for this position has skillsets that prioritize communication, product knowledge and customer satisfaction. As the customer facing voice for the Company, this position works closely with ENVE’s sales, product, and marketing teams to deliver on initiatives that cater to customers within multiple channels of distribution.

ESSENTIAL FUNCTIONS

1. Resolve ZenDesk tickets from ENVE domestic customers, working with consumers and dealers as needed.

2. Deliver premium level service to our customers via phone, chat, and email to assist and consult customers on product specific information related to their desired ride experience.

3. Participate in specific ENVE events and community engagement and other activations as requested (e.g., new product launches, consumer nights and staff development training).

4. Ensure an ENVE-worthy pre- and post-purchase experience is maintained across all customer types.

SECONDARY FUNCTIONS

5. Maintain knowledge of customer facing warranty process and services.

6. Responsible for Experience Team’s involvement in regional and national consumer facing events.

7. Cross-functional assistance with other departments as needed.

8. Maintain a safe and orderly work environment.

9. Adhere and uphold all Company policies and procedures.

10. Follow all procedures as they pertain to this position.

11. Performs other duties as assigned.

PERFORMANCE MEASURES

• Individual annual goals and objectives.

• Departmental and organizational goals and objectives.

• Effective communication and ability to work with all departments.

• Compliance with Company policies (e.g., safety, quality, attendance, etc.).

SUPERVISORY RESPONSIBILITY/POSITION TYPE/EXPECTED HOURS OF WORK

This job does not have any supervisory responsibilities. This is a full-time position; days and hours of work are Monday through Friday, 8 hours per day. Position is headquartered out of Ogden, UT although remote work is available for this position. Occasional evening and weekend work may be required as job duties demand.

Requirements

EDUCATION AND EXPERIENCE (R) = Required (P) = Preferred (Equivalent combinations will be considered)

(R) Bachelor’s degree in sales, business, marketing, or other related area of study.

(R) 2+ years of experience in customer service, sales, or marketing related role in the cycling industry.

(R) Knowledge and understanding of cycling industry, channels, and culture.

(R) Intermediate computer/tablet/keyboard skills, including the ability to quickly learn new technologies.

(R) Advanced skills with Microsoft Office applications (e.g., Excel, Outlook, PowerPoint, Word).

(R) Ability to use a computer/tablet/keyboard.

(R) Proficiency in English; ability to read, speak and write.

(R) Proficiency with programs and reporting (including SAP, Zendesk, warranty, loyalty, consumer direct sales, and international referrals, etc.).

(P) Experience working in a bike shop setting or similar cycling industry role.

SKILLS (LANGUAGE, MATHEMATICAL, REASONING, OTHER)

• Possess strong communication skills, both written and oral, as well as the ability to communicate professionally and effectively across the department, within the organization, with customers and other external parties.

• Self-motivated and able to work independently and efficiently with general instruction and limited supervision to prioritize and manage expectations.

• Possess excellent communication skills, both oral and written, with the ability to communicate effectively across the department, within the organization, with customers and other external parties.

• Ability to motivate and build effective relationships with internal and external customers.

• Highly organized with a “can-do” attitude.

• Adaptable and capable of multi-tasking, problem solving, and thriving in a busy environment individually or in a team.

• Desired competencies include problem solving, time management skills, ability to execute duties remotely, planning & organizing, change & innovation, communication & influencing, a determination to win, customer focus, teamwork, leadership, commercial acumen, and breakthrough thinking.

PHYSICAL / VISUAL REQUIREMENTS

• Ability to work in a professional home office space with case-by-case ability to work from other remote locations as well as occasional trips to ENVE HQ to work in office as needed.

• Requires sitting for long periods of time at a keyboard in an office environment but will also require walking, standing, bending, grasping, pulling, pushing, carrying, stooping, and stretching to perform the functions of this position.

• Must be able to safely carry product and promotional items weighing up to 60 lbs.

• Must be able to understand the speech of another person and to speak clearly so listeners can understand.

• Must be able to travel by car and/or air, domestically and/or internationally to 8-10 possible regional events per year. If working remotely, must be able to make trips to ENVE HQ in Ogden, UT for team meetings as required.

ADDITIONAL INFORMATION

An overall belief that customers love ENVE because of the way we treat them.

Genuine love for the consumer and sales experience.

Team players will excel with their ability to apply themselves to various tasks and service points throughout the day.

The information in this job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Conditions may require the Company to modify this job description and the Company reserves the right to exercise its discretion to make such changes. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.