General Summary
Reporting to the Manager of Customer Care, the Customer Care Representative is responsible for creating a positive customer experience in a variety of arenas including Customer Service, Inside Sales, and Tech & Warranty.

Essential Duties and Responsibilities:
• Ensure accurate communications, proper order entry, shipping and being responsive to customer inquiries via the web page or phone.
• Evaluates and coordinates workflow and activities to achieve expected call center volume.
• Field problem calls and escalated calls and ensure issues are resolved quickly and accurately. Requires in-depth knowledge of bicycle products, retail landscape, market trends, competitors and services.
• Coordinate efforts to improve quality of service in the department.
• Maintain departmental standards.
• Establish and ensure performance metrics are realistic and goals are achieved.
• Prepare and deliver department performance evaluations objectively and in a timely manner.

Key Skills:
1. Experience in the bicycle industry is strongly preferred.
2. Sound and broad business acumen with the ability to rapidly solve customer inquiries.
3. Ability to manage and interact with diverse business divisions, functional departments and global markets, including Europe and Asia.
4. Highly organized, excellence in problem solving, account ownership, multi-tasking, comfortable leading others, and able to drive process improvement.
5. General knowledge and comfort working with basic software programs such as MS Office as well as ERP and CRM systems.

Qualifications

A minimum of five (3) years of experience with a demonstrated record of success in a high performance growth oriented company culture is desired. Bachelor’s degree required preferred

Travel: none

Hayes Performance Systems offers a competitive benefit package including; medical, dental, vision and life insurance, as well as 401-K, paid time-off and more.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
External Job Description:

General Summary
Reporting to the Manager of Customer Care, the Customer Care Representative is responsible for creating a positive customer experience in a variety of arenas including Customer Service, Inside Sales, and Tech & Warranty.

Essential Duties and Responsibilities:
• Ensure accurate communications, proper order entry, shipping and being responsive to customer inquiries via the web page or phone.
• Evaluates and coordinates workflow and activities to achieve expected call center volume.
• Field problem calls and escalated calls and ensure issues are resolved quickly and accurately. Requires in-depth knowledge of bicycle products, retail landscape, market trends, competitors and services.
• Coordinate efforts to improve quality of service in the department.
• Maintain departmental standards.
• Establish and ensure performance metrics are realistic and goals are achieved.
• Prepare and deliver department performance evaluations objectively and in a timely manner.

Key Skills:
1. Experience in the bicycle industry is strongly preferred.
2. Sound and broad business acumen with the ability to rapidly solve customer inquiries.
3. Ability to manage and interact with diverse business divisions, functional departments and global markets, including Europe and Asia.
4. Highly organized, excellence in problem solving, account ownership, multi-tasking, comfortable leading others, and able to drive process improvement.
5. General knowledge and comfort working with basic software programs such as MS Office as well as ERP and CRM systems.

Qualifications

A minimum of five (3) years of experience with a demonstrated record of success in a high performance growth oriented company culture is desired. Bachelor’s degree required preferred

Travel: none

Hayes Performance Systems offers a competitive benefit package including; medical, dental, vision and life insurance, as well as 401-K, paid time-off and more.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.