We’re excited to consider candidates from a variety of locations. Candidates based in the Twin Cities Metro area should be available to work onsite at our Bloomington Q-Central office as needed. For candidates located outside the Twin Cities, remote work may be available in Pennsylvania, Colorado, Nevada, and other areas of Minnesota, depending on business needs and role requirements.
WHAT YOU WILL BE ACCOUNTABLE FOR:
The Brand Support team offers front line support for QBP’s proprietary brands and exclusive distribution partners and is tasked with providing our retailer, end-user, and brand partners the best specialty customer experience in the industry. We accomplish this by providing high-quality service for our customers in phone, email, and web-based interactions; through warranty support; and through internal collaboration with our proprietary and distribution brand teams. The Brand Support team owns the customer experience for specialty brands like Salsa, Surly, Teravail, Bosch, and TQ through brand specific product knowledge, operational soundness, and an inherent desire to keep the customer first.
The Brand Support Technical Representative performs brand specific duties in the warranty and customer support realm for one or more of QBP’s in-house brands, key-service partners, and/or exclusive distribution brands. This includes working individually and as part of a larger team to answer brand specific questions, solve product problems, diagnose warranty and technical service claims, and various other tasks based on individual brand and business needs. This role optimizes customer experience and issue resolution through attention to technical details of product and process.
- Field inbound technical support and customer service-related interactions from retailers, end-users, and OE (original equipment) partners including phone calls, emails, and web-based interactions.
- Perform warranty diagnosis and resolution on brand-specific products for retailers, end-users, and OE partners.
- Resolve customer service and technical support issues timely, effectively, and in a positive manner.
- Perform software updates, product assembly/disassembly, and shipping/fulfillment tasks as required.
- Document, maintain, and proactively share feedback on brand-specific products, websites, and related technical documentation.
- Document interaction and warranty data accurately and consistently through use of QBP CRM and ticketing software to understand customer needs, whether retailer, end-user, OE, or brand-partner.
- Attend brand specific trainings, take part in new product releases, and proactively stay on top product education and technical expertise.
- Assist with brand specific recall events as needed.
Other tasks and responsibilities as assigned
This position reports to a Brand Support Supervisor
WHAT YOU NEED TO SUCCEED:
- QUALIFICATIONS
- 2+ years specialty retail experience and 1+ year of bicycle industry experience working in customer service, operations, technical support, or sales preferred.
- Fluency in modern bicycle technology and trends, with a focus on QBP’s proprietary brands and/or eBike preferred.
- Ambition and drive to contribute to an excellent customer experience.
- Organization, multitasking, and knowledge retention are crucial.
- Comfortable with autonomy and asking questions.
- Excellent interpersonal and oral communication skills. Ability to listen and communicate (written and verbal) in a pleasant manner.
- Team-player, willing to step in for their colleagues on a moment's notice.
- Demonstrated computer skills.
- OTHER RELATED CRITERIA
- Work Schedule
- May occasionally work some evenings or weekends
- Physical Requirements
- Ability to perform work on a phone and computer extensively.
MODELING QBP CORE VALUES:
- Act with integrity
- Be a true partner
- Create something special
- Deliver greatness
- Keep the customer first
All candidates are subject to a pre-employment criminal background check.
Quality Bicycle Products is proud to be a certified B-Corp and an Equal Opportunity Employer. We welcome talent from all backgrounds and encourage employees to bring their authentic selves to work. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy or related conditions), sexual orientation, gender identity or expression, age, disability, veteran status, genetic information, political affiliation, or any other protected characteristic.
Quality Bicycle Products approaches pay in an ethical and transparent way. Pay ranges are assigned to a job based on market data from 3rd party salary benchmark data as well as balancing internal equity of other roles with similar levels of responsibility. Individual pay within the range can vary for several reasons including, but not limited to, skills, abilities, experience, tenure, performance, and available budget.