Customer Care Specialist

Do you love bikes and inspiring others to ride bikes? Do you wake up every day and think about bikes? How would you like to play a role in an exciting global brand’s North American expansion, assisting in growing rider’s personal ambitions, through great customer support of high quality custom-built mountain bikes?

CANDIDATE PROFILE AND JOB SUMMARY

Do you enjoy helping customers, solving complex problems and consider yourself a people person? Awesome! You might be the perfect fit for our team. We are looking for a highly motivated, detail-oriented and customer focused team member. The Customer Care Specialist will be responsible for working directly on Inbound Customer inquiries, Order Processing, and Order Invoicing. You will report directly to the Customer Service and Sales Manager for North America and interface with the Sales and Marketing teams, Technical Service & Warranty, and Operations teams on a regular basis.

MORE ABOUT PROPAIN BIKES

The Propain Bicycles brand was founded in 2006 by Markus Zander and Robert Krauss. In 2012, David Assfalg joined as another shareholder and took over the management. This was accompanied by a temporary relocation of the company headquarters from Gustavsburg to Ravensburg and then to Vogt as well as the conversion of the sales concept to direct sales.

The first mountain bike from Propain Bicycles, which has been available since 2008, was the downhill bike "Rage". Since then, the product range has expanded, so that Propain Bicycles now produces various models for All Mountain, Enduro, Freeride and Downhill as well as cutting edge E-Bikes. The distribution continues to take place exclusively through online. Since 2020, Propain Bicycles have also been available in North America.

KEY RESPONSIBILITIES & TASKS

• Our customers place Orders on our e-commerce platform, you will make sure that these orders are quickly and accurately entered into our ERP system.

• Customer Requests will be received mainly via email, but will also be received via phone, text, and chat

• Direct work within a CRM to gather detail on all customer interactions

• Order Management

• Order Entry and Problem Solving

• Customer Order Inquiries and requests

• Customers often have questions about their orders that may or may not result in an order adjustment. It will be your responsibility to make sure you handle it quickly and accurately, while following our terms & conditions.

• Orders Invoicing, ensuring accurate and detailed notes

• Seeking general information and routing to the BD team

• Customers seeking a specific Propain person or department- examples: Marketing,

  International Business Development, Leadership, Technical Service, Warranty, and more. PREFERRED PROFESSIONAL TRAITS, QUALIFICATIONS AND EDUCATION

• Experience in customer service for a product-related company, preferably bikes!

• 2+ Years’ experience in order management where you have worked on Order entries and
• Order Inquires preferred, but not required.
• You are the type of individual that goes beyond the ordinary and takes the steps necessary

to delight the customer.
• Proven experience and ability to build a loyal relationship with customers by providing • expertise with active listening for customer service
• Prior experience working with an ERP, Order Entry system, and/or a CRM
• Outstanding attention to detail
• Experience collaborating with a wide variety of individuals
• Excellent communication skills
• Fluent in English, bonus if you speak German, Spanish