eCommerce Client and Customer Experience Manager

Posted by BikeExchange on 06/24/2023

Job Basics

Industry Sector: Bike

Job Categories: Customer Service, Ecommerce Management, Operations

Company Type: DoesnotApply

State: NC

City: Asheville

Country: United States

Required Experience: 1 - 3 years

Job Type: Full Time

Salary: $60-70,000/year

Required to Relocate: Yes

Required to Travel: No

Employee May Telecommute: No

Job Seeker Must Live Within: 50+ miles

Job Description & Requirements

BikeExchange North America is looking to hire a new client and customer experience manager for our growing eCommerce and logistics business. He/she is responsible for onboarding new clients as well as maintaining strong business relationships with existing clients and customers. He/She reviews pricing and marketing strategy and conducts business reviews with clients. He/She coordinates with various departments for new contracts, programs, or service initiatives and ensures that the implementation is carried out for clients. He/She handles client and customer communications, engaging directly with all of our partners to maintain a great experience.

AREAS OF RESPONSIBILITY

• Manage communication with eCommerce and fulfillment clients, and customers through chat, text, and email
• Manage Preferred Partner relationships
• Contact retailers to manage inventory and product inquiries from customers
• Assist personnel with technical issues related to client’s system and inventory integrations
• Identifying areas of optimization to support clients and customers
• Problem-solving with operations team
• Provide customer support, and answers to bike-specific questions
• Process and oversee refund and dispute resolutions
• Provide great customer service; cooperate and build positive, inclusive, and respectful relationships; take accountability for your actions and outcomes
    

REQUIREMENTS

• 2+ years of customer/client service experience
• 2+ years of operations experience
• Must have excellent written and verbal communication skills with customers and employees
• Associate’s degree or 2+ years of equivalent experience, preferably in operations and customer service
• Bike industry experience, or advanced knowledge required
• Proficient in Google Workspace
• Knowledge of CRM such as HubSpot or Salesforce preferred
• Basic knowledge of mobile operating systems such as Apple IOS and Android
• Familiarity with instant messaging platforms such as Slack
• Familiarity with Zendesk communications management services
• Strong analytical and organizational skills
• A clear communicator with excellent verbal and written communication skills
• Ability to work under pressure
• Ability to handle multiple tasks simultaneously and meet designated deadlines
• Ability to work collaboratively as part of a team and independently with little supervision
• Strong computer skills; capable of toggling between multiple programs and providing basic support functions and feedback
• Inquisitive nature, attention to detail, diligence, and a good attitude
    

Compensation, Benefits, & Reviews:
 

This is a salaried position, with the expectation of a 40/hour workweek. Starting salary is dependent on work experience, and is competitive. Company phone and computer provided, as well as access to cycling industry discounts. The position will be based in Asheville, NC, but there is opportunity for some remote work after a probationary period is completed.
 

Reviews will be set after 90, and 180 days (6 months) to review performance and help redefine job roles and responsibilities.
 

Benefits, including PTO and sick leave, become available after 90 months of employment. As the company grows, these benefits will also grow to include healthcare, 401k options, profit-sharing initiatives, and others.

About BikeExchange

BikeExchange Limited (ASX:BEX) is a global company, founded in 2007 in Australia.

 

We bring together millions of buyers and sellers around the world for cycling purchases on our cycling dedicated marketplaces.