N+ Customer Service & Product Quality Manager
Posted by N Plus Bikes on 10/29/2024
Job Basics
Industry Sector: Bike
Job Categories: Customer Service
Company Type:
State: AL, AK, AB, AZ, AR, BC, CA, CO, CT, DE, FL, GA, HI, ID, IL, IN, IA, KS, KY, LA, ME, MB, MD, MA, MI, MN, MS, MO, MT, NE, NV, NB, NH, NJ, NM, NY, NF, NC, ND, NS, OH, OK, ON, OR, PA, PI, QC, RI, SA, SC, SD, TN, TX, UT, VT, VA, WA, DC, WV, WI, WY
City:
Country: Canada, United Kingdom, United States
Required Experience: 3 - 5 years
Contact Name: Sydney Dowd
Contact Cell: +17705587127
Job Type: Full Time
Salary: $55,000-$60,000 per year
Required to Relocate: No
Required to Travel: No
Employee May Telecommute: No
Job Seeker Must Live Within:
Job Description & Requirements
Position Purpose:
We are seeking a highly motivated and experienced Customer Service Manager with to join our small, high-growth eMobility business operating globally.
As the Customer Service leader, you will play a critical role in driving customer satisfaction and making all areas of the business contribute to the activities. Your primary objective will be to manage and grow a team of customer service representatives, driving excellent customer service, resolving customer complaints, implementing strategies to improve customer satisfaction and retention, and overseeing reporting functions within the department.
Secondly, regarding product quality, you will analyze customer data, feedback, complaints to identify trends and insights to present to the Product team. Key to this role will be the provision of ‘evidenced-based’ observations and recommendations. You will continually look to uplift and improve n+’s capability in this area through improvements to n+’s approach, systems and processes.
Core Responsibilities:
Customer Service
- Manage and oversee the daily operations of the customer service team across the business. These teams could be internal or external.
- Develop and implement customer service policies and procedures to ensure consistent service delivery. · Grow the customer service team through recruitment, along with training and mentoring to maintain high performance and productivity levels.
- Monitor and evaluate team performance, providing regular feedback and coaching as necessary. · Handle escalated customer inquiries and complaints, ensuring timely resolution and customer satisfaction as measured by internal CSAT (Customer Satisfaction Survey).
- Continually analyze customer feedback and data to identify trends and areas for improvement. · Evaluate and approve warranties using internal policies and keeping documentation to ensure clarity through customer lifespan.
- Maintain and update the internal Customer Service Knowledge Base as training tool. · Update product information for all legacy and current product lines in Knowledge Base.
Inbound Sales, Service Network
- Engage with leads promptly and effectively to understand their needs, provide product information, and guide them through the purchasing process.
- Utilize persuasive selling techniques to convert leads into customers and achieve conversion targets. · Build rapport and maintain positive relationships with leads to increase customer lifetime value (CLV).
- Collaborate with the marketing team to develop responses and solutions that align with the brand's voice and values.
- Vet and approve dealers via Beeline Connect, ensuring the continual growth of our Service Center Network.
- Engage with Service Center partners to evaluate and approve warranties for customers.
Product Quality
- Identify customers’ expectations and do everything possible to ensure that the products offered meet them: · Analyze customer data, feedback, warranty, and complaints and identify key trends.
- Present trends to Product Team to suggest improvements or remediation strategies.
- Collect date on emerging warranty issues, collaborating with Product Team to identify root cause, countermeasure, implement and monitor results.
Performance Marketing and Reporting
- Prepare comprehensive reports and presentations for executive teams and stakeholders, highlighting project outcomes and future recommendations.
- Track key Customer Service KPIs and ticketing KPIs to track the progress and impact of countermeasures.
- Report on performance, trend data, and opportunities for improvement to stakeholders
- Regularly monitor and evaluate department performance, identifying areas for improvement and implementing corrective
Capabilities and experience
- Proven track record of customer service management, particularly in a retail and outdoor-industry environment.
- Strong understanding of bicycles, bicycle components and e-bikes. Technical experience is a plus, but not necessary.
- Analytical mindset with the ability to leverage data and metrics to drive decision-making.
- Strong leadership abilities, with a focus on motivating and inspiring cross-functional teams.
- Results-oriented mindset, with a proactive approach to problem-solving and a strong commitment to delivering outcomes.
- Agile and adaptable, with the ability to thrive in a fast-paced, dynamic environment
- Experience in CRM, Remote work, Aircall and Gorgias a plus.
About N Plus Bikes
The electric Micromobility market is currently saturated with undifferentiated products that focus on a utilitarian commuting purpose, instead of delivering rider excitement.
We believe Micromobility will go the same way as the motor vehicle over the last 100 years, inspiring the creation of famous marques such as the Ford Mustang, Mercedes-AMG, McLaren F1® – iconic performance cars from brands that were motivated by a passion for driving performance.
Our mission is the same - to develop Micromobility products that are fast and fun.
n+ down-streams motorsport innovation to Micromobility. We partner with World Championship winning Formula One Teams to apply the latest in drive trains, electrification, composites and components to create a new high performance Micromobility segment.
n+ has invested over $10 million in R&D over the last two years to create some of the most desirable consumer products on the planet. All our products are engineered from the ground up;
- Completely bespoke: genuine brand engineering
- Innovative: market first features driven by automotive and motorsport innovation
- High Performance: products at the ceiling of the regulatory environment
