Rider Care Specialist

You are a professional, positive and engaging Rider Care team member with Specialized. You will build strong relationships and a positive image with our riders and retailers through great customer service and sales support and you are passionate about Specialized products. As a part of our commitment to our riders and retailers you will answer questions and queries predominantly over the phone, email and Facebook and use systems such as Salesforce, Oracle, B2B and Australia Post service platforms to process Sales queries and other customer service requirements. You will also process customer returns and follow numerous policies and procedures for Warranty claims.

As the face of Specialized with our Riders and Retailers this role is fundamental to the success of Specialized across Australia.

Key Areas of Responsibility (KRAs)

This role will:

• Manage a high volume of enquiries from riders and retailers to a high standard via phone, Salesforce, Facebook and our B2B warranty portal
• Liaise with warehouse staff to resolve issues
• Resolve issues, sometimes unique and complex, through creative, rider focused solutions with both Riders and Retailers
• Assist Rider Care manager with Service parts ordering and maintenance
• Develop an excellent knowledge of Specialized product range, ensuring that customers are informed about product they have purchased or about to purchase
• Provide solutions for complex technical calls from SBC Retailers, consumers and internal departments
• Assist customers with sizing/measurements and create conversions through customer interactions
• Work with and develop relationships across all levels of shop employees (buyers, mechanics, sales staff, etc.) to foster brand loyalty
• Promote relationships between riders and their local retailers
• Support maintenance and report any issue or inconsistency on B2B and B2C. B2B and B2C are our key selling tool and must provide accurate and relevant information for retailers and riders
• Assist with sales support through inbound / outbound calls with retailers by utilizing customer service skills and building strong relationships based upon product/category and marketplace expertise
• Use Oracle ESP, Salesforce Customer Relationship Management program, Australia Post e-Parcel Hub and other digital platform systems as a tool to manage sales support, customer enquiries and product returns
• Support colleagues and Managers on special projects, as required
• Continually educate yourself on products, processes and policies through internal and external training

Skills and Experience

• Self-motivated with a strong sense of urgency and a willing to learn on the go
• PC proficiency in order entry systems, Microsoft Word and Excel
• Highly developed interpersonal skills by all mediums, including written and phone
• Ability to maintain an upbeat and positive attitude at all times
• Ability to complete tasks accurately in a timely manner
• Ability to work independently in a fast-paced, high volume environment
• Ability to work to work to multiple deadlines and prioritise accordingly
• Ability to identify issues and alternatives, and recommend possible solutions
• A passion to learn about and maintain an in-depth knowledge of Specialized products
• Experience with Oracle, Salesforce and/or Australia Post eParcel hub will be looked upon favourably

Qualifications / Education

• A Bachelors Degree or equivalent in Business or Marketing
• At least two years’ experience in retail and/or customer service role