Customer Care Representative

Posted by Hayes Performance Systems. on 01/31/2020

Job Basics

Industry Sector: Bike

Job Categories: Customer Service

Company Type: Recreation

State: WI

City: Mequon

Country: United States

Required Experience: 1 - 3 years

Job Type: Full Time

Salary:

Required to Relocate: No

Required to Travel: No

Employee May Telecommute: No

Job Seeker Must Live Within: 25 miles

Job Description & Requirements

General Overview: Reporting to the Manager of Inside Sales and Customer Service, 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. 

 

Company Values: Hayes Performance Systems believes all of our employees should have Passion for their career, treat others with Respect, be Empowered to make change, act as an Entrepreneur, and be held Accountable to each other.

 

Essential Duties and Responsibilities:

 

• Ensure accurate communications, proper order entry, shipping and being responsive to customer inquiries via the web page or phone.
• Address quality issues for OEM’s, distributors, retailers and end users.
• 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 three (3) years of experience with a demonstrated record of success in a high performance growth oriented company culture is desired. Bachelor’s degree preferred.

 

Travel: none

About Hayes Performance Systems.

 

Hayes Performance Systems was founded in 1946 as HH Products, a Milwaukee manufacturer of parts for outboard motors and small engine components. Today, we are a multi-national business boasting world class operations in North America, Asia and Europe.

 

Since 2005, Hayes has offered a full portfolio of bicycle products and systems to service the needs of more than 250 original equipment bicycle manufacturers and enthusiasts worldwide. Hayes Bicycle Group includes a family of product lines including SUNringlé, Manitou, Wheelsmith, ProTaper, Reynolds and Hayes Brakes.