Employment Opportunities

USA

Ritchey Design Customer Service/Sales Support/Warranty Clerk Job Description

SUMMARY
The overall responsibility of the Customer Service Support Clerk is to provide support to the sales team in the form of answering emails and phone calls, providing technical and warranty process support, and some order entry. This also includes helping to
monitor and maintain pricing on the Ritcheylogic.com website and MAP compliance on the internet. Additional responsibilities include focused interaction with our customers in order to better understand the market landscape, our competitors, and what products and processes we need to develop or improve upon to further grow the business. The Customer Service Support Clerk reports to the General Manager.


Duties and Responsibilities

The Customer Service Support Clerk is a key conduit connecting our consumers and dealers to Ritchey Design. The primary
responsibilities include, but are not limited to, the following:

  • Answering all info line emails as well as incoming customer service and warranty phone
    calls.
  • Sales support order entry, including Industry and Employee Purchase program orders.
  • MAP compliance monitoring for all web present customers, including international retailers selling into the US.
  • Monitoring and communicating with drop ship customers prior to shipment.
  • Processing warranties. Receive, track, document, evaluate, and process all warranty requests.
  • Provide customers with product knowledge and information about Ritchey components, frames, and bicycles.
  • Actively participate in the weekly department meetings in collaboration with the sales team to report and discuss potential customer service, warranty issues, and red flags.
  • Resolve customer issues in a timely manner.
  • Work towards a maximum 24 hour communication to the customer/dealer/rep turnaround time.
  • Communicate reoccurring issues to the Management Team related to warranty, product performance internal and/or external process, pricing or lead-time issues.
  • Project a professional company image through phone interaction and face to face meetings.
  • Manage Shipments inbound/outbound at our San Carlos office.


Requirements

  • Two (2) years of bicycle industry experience, either at the retail or wholesale level.
  • Availability to work a full time schedule, requiring a minimum of 40 hours per week, Monday through Friday. Weekend travel to support trade shows/events may also be required.
  • Fluent in Excel and basic Microsoft Office software programs.
  • Knowledge of how to use ERP systems a plus.
  • Mechanical knowledge of bicycles, components, and how they work.
  • Clear and concise verbal and written communication a must.
  • Detail oriented with excellent organizational skills.


Please email resume and qualifications to: pellinwood(a)ritcheylogic.com


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