Customer Service Representative

Indianapolis, Indiana

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Assist aftermarket sales team and support selling effort with technical and logistical support, including managing sales orders, pricing, and demonstrating a high level of customer service for the US dealer base.

  • Receive and confirm phone orders
  • Promptly supply order/shipment documents
  • Respond to customer inquiries via phone and email while demonstrating a high level of customer service support
  • Coordinate with sales team to allocate and ship samples to customers
  • Maintain master data for all assigned accounts updated as directed by outside sale reps, account management or peers
  • Back up processing for Zendesk and B2C phone lines
  • Maintain IP store and facilitate transactions
  • Process internal employee orders
  • Process SRAMbassador & Grassroots orders as directed by Level II team
  • Create Customer Quality Feedback documents (CQFs) as needed based on customer feedback
  • Communicate with customers about new technical issues, field calls and emails regarding questions or concerns, and provide appropriate technical support as needed
  • Work closely with account managers on matters of customer feedback, AR issues, and spec questions
  • Collaborate cross-functionally with planning, purchasing, and warehouse
  • Proactively keep customers updated regarding the status of their orders, shipments & deliveries
  • Minimum 2 years of experience in customer service and/or sales position required in bike industry
  • Working knowledge of logistics
  • Experience in SAP or other MRP system highly preferred
  • Proficiency in Microsoft Office, including Word, Excel, and Outlook
  • Ability to maintain high level of organization and timeliness
  • Previous phone support experience
  • Ability to work flex hours, cover closing shifts

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