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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 a high level of customer service for the US dealer base. The Customer Service Representative position is performed onsite in our Indianapolis location.


  • 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 a high level of organization and timeliness
  • Previous phone support experience
  • Ability to work flex hours, cover closing shifts
  • The benefits for this position include group health insurances including medical, dental, vision, and ancillary plans. As well as 401k match, life insurance, long term disability, and paid time off. This position is eligible for an annual corporate bonus based on company and individual performance.

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