Brand Support Technical Representative

QBP•Bloomington, MN

41d•Hybrid

About The Position

Quality Bicycle Products is in the business of bikes! From creating a portfolio of our own award-winning brands to distributing the top names and best products in the industry, we're doing our part to further bike-kind. With distribution centers in Minnesota, Pennsylvania, Nevada, Colorado, and Taiwan, QBP serves a network of more than 5,000 independent retailers and 450+ suppliers world-wide. We strive to be an extraordinary business to partner with and to work for and have made good on that goal for over 35 years. As a values-driven company, making the world a better place has always been at the heart of everything QBP does. We believe that our actions as individuals and as a company can make a difference, so we work every day to improve the sustainability and health of our industry and our communities. We understand that it is our employees that make us successful and we do our best to make QBP a fun and rewarding workplace. Our community is passionate about pushing creative boundaries, sparking innovation in the industry, living healthy lifestyles, and having fun. We have a welcoming environment that welcomes employees from all backgrounds and allows individuals to be themselves. QBP provides a lot of great perks for employees, including product discounts, commuting incentives, fitness and wellness programs, flexible schedules, weekly massages, and the ability to bring your dog to work. The Brand Support team offers front line support for QBP's proprietary brands and exclusive distribution partners and is tasked with providing our retailer, end-user, and brand partners the best specialty customer experience in the industry. We accomplish this by providing high-quality service for our customers in phone, email, and web-based interactions; through warranty support; and through internal collaboration with our proprietary and distribution brand teams. The Brand Support team owns the customer experience for specialty brands like Salsa, Surly, 45NRTH, Bosch, Benno, Mahle, Fazua, and others through brand specific product knowledge, operational soundness, and an inherent desire to keep the customer first. The Brand Support Technical Representative performs brand specific duties in the warranty and customer support realm for one or more of QBP's in-house brands, key-service partners, and/or exclusive distribution brands. This includes working individually and as part of a larger team to answer brand specific questions, solve product problems, diagnose warranty and technical service claims, and various other tasks based on individual brand and business needs. Optimize customer experience and issue resolution through attention to technical details of product and process.

Requirements

2+ years of relevant experience in customer service, sales, or consumer facing role or equivalent area.
Fluency in modern bicycle technology and trends, with a focus on QBP's proprietary brands and/or eBike preferred.
Ambition and drive to contribute to an excellent customer experience.
Organization, multitasking, and knowledge retention are crucial.
Comfortable with autonomy and asking questions.
Excellent interpersonal and oral communication skills. Ability to listen and communicate (written and verbal) in a pleasant manner.
Team-player, willing to step in for their colleagues on a moment's notice.
Demonstrated computer skills.

Nice To Haves

2+ years specialty retail experience and 1+ year of bicycle industry experience working in customer service, operations, technical support, or sales preferred.

Responsibilities

Field inbound technical support and customer service-related interactions from retailers, end-users, and OE (original equipment) partners including phone calls, emails, and web-based interactions.
Perform warranty diagnosis and resolution on brand-specific products for retailers, end-users, and OE partners.
Resolve customer service and technical support issues timely, effectively, and in a positive manner.
Perform software updates, product assembly/disassembly, and shipping/fulfillment tasks as required.
Document, maintain, and proactively share feedback on brand-specific products, websites, and related technical documentation.
Document interaction and warranty data accurately and consistently through use of QBP CRM and ticketing software to understand customer needs, whether retailer, end-user, OE, or brand-partner.
Attend brand specific trainings, take part in new product releases, and proactively stay on top product education and technical expertise.
Assist with brand specific recall events as needed.
Other tasks and responsibilities as assigned