Customer Service Cycling Technical Expert

Amain.com•Charlotte, NC

4d•Onsite

About The Position

Amian Inc. operates premier online retail brands, including Performancebike.com and Danscomp.com. As a Customer Service Cycling Technician, you will leverage your deep cycling industry knowledge and mechanical expertise to provide world-class technical support and customer care. This role is perfect for a passionate cyclist who thrives on solving complex technical inquiries, guiding customers to the right products, and ensuring an exceptional shopping experience.

Requirements

Extensive technical knowledge of bicycles, components, and the cycling industry (prior industry experience or deep mechanical hobbyist experience is absolutely required).
Proficient with computers (MS Office, Excel, E-mail/Internet) and the ability to quickly learn proprietary software.
Minimum typing speed of 25 w.p.m.
Strong verbal and written communication skills; comfortable presenting information clearly to both customers and internal team members.
High attention to detail, exceptional multitasking abilities in a fast-paced environment, and a strong collaborative mindset.
Basic proficiency in measuring, calculating rates/ratios/percentages, and interpreting basic inventory graphs.

Nice To Haves

Friendly, engaging, and confident personality when interacting with the public.
Polite, helpful, and solution-oriented approach to customer frustrations.
A dedicated team player with a strong work ethic.

Responsibilities

Diagnose and troubleshoot complex technical and compatibility issues related to cycling components, accessories, and apparel.
Recommend, select, and help locate merchandise based on unique customer needs; clearly explain product features, care, operation, and warranty information.
Effectively support customers across multiple platforms, including computer-based phone systems, SMS, Live Chat, and email.
Process orders through our e-commerce platform and research/resolve customer issues regarding order statuses, account discrepancies, pricing matches, promos, and billing.
Partner with the Returns department to evaluate technical, cycling-related returns, authorize claims, and issue refunds or credits according to company policy.
Proactively research and identify inventory discrepancies by verifying digital data against physical stock in the Distribution Center.
Identify and report customer contact trends, workflow bottlenecks, or business concerns to management; contribute to broader department goals as directed.
Assist with inventory quality control, verify warehouse product locations, process vendor returns, and return restocked merchandise to shelves.
Conduct outbound sales calls and follow up with customers to resolve return discrepancies.
Serve as a welcoming face for walk-in guests and handle physical on-site tasks, including: Processing walk-in customer orders and physical distribution center pickups. Fulfilling, weighing, measuring, and adjusting inventory counts or descriptions in the warehouse. Utilizing Zendesk, MS Outlook, and MS Teams to prioritize and manage physical office ticketing needs.