InCycle Rider Care Supervisor
InCycle Rider Care Supervisor
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Salary Not Disclosed
1 Vacancy
Job Description
ABOUT SPECIALIZED
Innovation has guided our every decision since 1974. As more riders of all ages get on the roads trails and streets than ever before were here to do the best work of our lives to push the greatest human-powered machine into the futureeach and everyday. Were a team of barrier-breakers disrupters and problem solvers. Were committed to building a diverse and inclusive workforce where every teammate can succeed as we inspire riders everywhere.
In Company Owned Retail we strive to be a transformative inclusive authentic rider-focused and collaborative team that creates the best bikes and delivers world-class rider care attention. Simply said we provide quality in our products and to our riders at every interaction and are looking for a teammate to be a part of this growing team. Reach out were here to help you build your career at Specialized.
JOB SUMMARY
We are seeking a Customer Service Supervisor based in Pomona CA to lead our in-office team and help deliver industry-leading support.
ROLE AND RESPONSIBILITIES
- Lead and coordinate customer service team providing regular performance feedback and coaching.
- Strategize monitor and optimize daily customer service operations to meet KPIs and customer satisfaction goals.
- Train onboard and mentor new teammates on company policies customer service best practices and product & technical knowledge.
- Support teammates with daily duties and escalate resolution support as needed.
- Manage department staffing scheduling and workflow to ensure efficiency.
- Handle escalated customer complaints and complex service issues with professionalism and empathy with a solutions-oriented mindset.
- Develop implement and maintain customer service policies SOPs and documentation to ensure consistency and compliance.
- Deliver exceptional pre- and post-sales technical support for online in-store and phone customers including troubleshooting guidance.
- Provide timely and accurate support for sales appointment booking and assistance with store procedures.
- Oversee customer communications across phone email website and social media platforms.
- Maintain accurate customer product and service records in ticketing systems.
- Stay current on product updates competitor developments industry trends and internal processes.
- Participate in team meetings trainings and cross-functional projects and initiatives.
- Demonstrate strong technical knowledge of bicycle components and drivetrains; effectively guide customers through mechanical troubleshooting.
- Exhibit excellent organizational problem-solving and communication skills.
- Work independently manage tasks efficiently and adapt to changing priorities and a fast-paced evolving environment.
- Other duties as assigned.
WHAT YOU NEED TO WIN:
- Minimum of 2 years of customer support experience in the cycling industry.
- Minimum of 2 years in a management or supervisory role with ecommerce support experience preferred.
- Proficient in CRM platforms and related tools including Zendesk Confluence Teams Tableau etc.
- Experience in sales within an e-commerce environment.
- Strong time management and organizational skills.
- Proficient with PC-based order entry systems Microsoft Word and Excel; familiarity with Oracle a plus.
- Excellent account management and customer relationship skills.
- In-depth technical knowledge of Specialized products and the cycling industry.
- Strong analytical and problem-solving abilities.
- Effective written and verbal communication skills with professional demeanor.
- Ability to operate independently in a fast-paced high-volume environment.
- Skilled in identifying issues evaluating alternatives and implementing effective solutions.
- Able to lift at least 50 lbs. or more and use proper lifting skills.
POSITION TYPE & EXPECTED HOURS OF WORK
This is a full-time in-office position. Standard working hours are Monday through Friday 8:30 a.m. to 5:00 p.m. While this role is primarily within these core hours occasional overtime may be required based on business needs.
TELL ME MORE
- Competitive health care (Medical PPO or HDHP)*
- Dental*
- Vision*
- Health Savings Account (HSA)*
- Short and Long Term Disability*
- Company sponsored life insurance*
- Optional Term Life Insurance*
- Optional Critical Illness insurance*
- Optional Critical Accident insurance*
- Competitive vacation package*
- 401(k) with match
- 8 Weeks paid parental leave*
- Paid company holidays*
- Employee discounts on all product
- Deep partner retail discounts
- Fitness & Events Reimbursement*
- Employee Assistance Program*
- Commuter Benefits* if applicable in state
- Compensation: $70-$75k
*For eligible employees
Here at Specialized we believe that bikes have the power to change lives for the better. We are a culture of barrier-breakers but we need your unique ideas and backgrounds to help us push boundaries and change the world. We are always looking for creative innovative and passionate people who can contribute to our mission of getting people outside. Regardless of your qualifications if you think this could be you and youre ready to make a difference please apply! We hope that you will reach out and show us how you can make an impact here.
See what we are up to on LinkedIn Instagram and most importantly our #DogsofSpecialized.
Required Experience:
Manager
Employment Type
Full-Time
