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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 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
About SRAM

SRAM, LLC is one of the world's largest suppliers of components to the bike industry. Established in Chicago in 1987, SRAM continues to promote cycling through its products, its advocacy, and its employees who are dedicated to improving the cycling experience. Today, SRAM employs more than 3,600+ employees, 15+ locations and 15+ countries. SRAM is proud to be an equal opportunity employer.

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