Job Title: Customer Service Manager
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Company: FELT Bicycles
Department: Customer Service
Reports To: Managing Director
Location: Barcelona offices
SUMMARY
In the context of the repositioning of FELT in the high-performance drop-bar segments, the Customer Service Manager at FELT answers Customer and Technical calls and logs information to facilitate resolution through to closure, ensures that appropriate resources are utilized to provide a positive customer experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Monitors all incoming customer service request issues.
Tracks dealer responses and previous actions regarding service concerns.
Works closely with technical teams, sales department and others as needed to obtain all relevant information regarding customer service and satisfaction.
Documents and logs all customer service and satisfaction issues.
Completes all available product training to technically support the FELT product line as needed by the FELT dealers.
Provides the highest level of technical, dealer and rider support via tech line.
Evaluates warranty claims and concerns and makes sound decisions on warranty requests.
EXPERIENCE REQUIREMENTS
Generally requires a minimum of five (5) years of experience in Customer Service or Call Center.
OTHER SKILLS AND ABILITIES
Superior customer service and follow-through skills
Managing skills
Excellent verbal and written communication skills
Strong attention to detail
Ability to multi-task in a fast-paced, deadline driven and constantly changing environment
Flexibility to switch gears with little notice
Excellent organization skills
Ability to prioritize workload, meet deadlines and understand when to escalat+.
Basic math skills
Must be internal and external customer focused
Strong interpersonal skills with the ability to use tact and diplomacy;
must be team player
Analytical abilities
Must be self-motivated with ability to use own initiative
CONTACTS
Internal:
Management, Parts Dept., Sales and Marketing, R&D;
External:
Dealers, Customers
JUDGEMENT/REASONING ABILITY
Ability to recognize discrepancies and resolve problems quickly using sound judgment, poise and diplomacy. Requires ability to use judgment and reasoning skills, and determine when issues need to be escalated.
WORK ENVIRONMENT
Ability to travel if needed. Travel is minimal in this position.
Hectic, fast-paced with multi-level distractions.
Professional, yet casual office work environment. xhfqzwm
Flexibility to adjust working hours occasionally based on business needs.
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