Rider & Retailer Care Lead

At Specialized, our mission is simple—to be the brand of choice for discerning riders.  Founded on performance and fueled by innovation, our focus on the rider and their needs is our driving force.  From seasoned pros and weekend warriors, to kids and commuters—if you ride, we’re for you.

We believe bikes have the power to change lives.  This simple truth drives us to be—and do—better.  The passion we have for sharing our love of bikes with the world can be seen in those who choose to work here, and the people and organisations we partner with.  Specialized is looking for a Rider & Retailer Care Lead to ensure we continue to provide the very best service to our Specialized riders & retailers.

HOW YOU WILL MAKE A DIFFERENCE:

• Lead and manage a team of direct reports with hands on involvement in daily operations of the Retailer Care (Inside Sales Team), Australian Customer Service, Warranty and suspension servicing centre (Rider Care Team)
• Your team is on the front lines in representing Specialized to our retailers and riders; Relationships critical to our continued success.  You will develop a winning team culture around the common goal of providing the absolute highest levels of customer service possible to Specialized retailers and riders.  An environment where doing whatever it takes, going above and beyond, and generating lasting goodwill becomes the norm.
• Provide retailers and riders with timely and satisfying solutions to technical and general customer service problems
• Report Quality Control issues as identified, and ensure rebuild/rework/recall actions are satisfactorily dealt with as quickly, accurately and efficiently as possible.  Turning situations with the potential for conflict into opportunities for lasting brand loyalty.
• Work closely with Sales Reps and internal teams to resolve customer and product issues
• Manage the Australian Blem stock inventory, processes and sales
• Work closely with the Demand Planning team to place monthly service parts and warranty orders ensuring we are prepared to support riders in the market
• Manage and be responsible for the Customer Service and Service Centre inventory levels
• Define and manage procedures for receiving and reconciling inventory of returned product

 WHAT YOU NEED TO WIN

• You will have a proficient bicycle mechanical skill set with at least 2-3 years’ experience as a bicycle mechanic.
• Recent experience at bicycle retail required
• Working knowledge of Microsoft Office Suite, with excellent knowledge of Excel, Word and Outlook
• At Specialized we RIDE. You must have a passion for Cycling.
• Enjoy the challenge of a high performance, fast paced work environment.
• Integrity, honesty, and walking the talk.
• Being proactive, creative, resourceful and solution-minded
• Heightened customer expectation, experience and service awareness
• You must be able to deal with conflict, have the ability to listen with empathy, review, follow through to completion and exceed expectations.
• Impeccable phone manner, computer literacy and high attention to detail.
• Excellent time management and prioritising skills
• Perfectionist yet collaborative personality – If you struggle working in a team, this is not for you.
• Comfortable setting goals, chasing targets and being measured regularly.
• You must have the ability to lead a team and to prioritise your time between daily tasks and coaching your team members.
• Experience in management positions would be an advantage.

You will learn a great deal about Specialized bikes, technical components and the technology behind them – therefore you will need to have a very good mind for understanding technical descriptions with the ability to translate information into practical everyday language riders and retailers can understand and relate to.

WHAT’S ON OFFER?

A chance to be on the inside of one of the world's most iconic, exciting and innovative bicycle brands.

The right applicant will be given the training and tooling required to be successful in the role.

A casual yet professional, work hard, play hard team culture, where success is expected, celebrated and rewarded.

HOW TO APPLY

Please include a cover letter as part of your application.

A six (6) month probationary period applies to this position.

Please note only applicants who have the right to work in Australia should apply for this role.

Please note that due to the high level of interest only those applicants short listed will be contacted.