Retail Support Representative

Présentation

Provide world-class technical, warranty, and sales support to our customers, retailers, distributors, and OE’s on all SRAM product lines.

Responsabilités

• Conduct troubleshooting, repairs, and warranty service on all SRAM products according to factory specifications, including Rockshox suspension.
• Provide professional technical and warranty support to all inquiries via phone or email for the SRAM family of product lines.
• Assist aftermarket sales team and support selling effort with technical, logistical support and demonstrating high level of customer service for the Canadian dealer base.
• Regularly communicate trends to the Quality department for continuous improvement.
• Effectively liaise with and maintain strong functional relationships with Sales, Operations, Quality, Finance, regarding customer and business topics.
• Support regional teams with order entry, more complex back-office queries, and primary systems: SAP, & B2B Portal.
• May perform other duties as assigned.

Qualifications

• 1+ years of bicycle industry experience required.
• 1+ years of customer service experience required.
• Bachelor’s degree preferred.
• Strong problem-solving, time management, and leadership skills with the ability to maintain professionalism & customer-centric approach.
• Adaptability to navigate dynamic customer interactions and variable circumstances.
• Self-motivated, flexible, hands-on, and proactive with a strong work ethic and persistence to follow-through.
• Proficiency with Microsoft suite (Excel) & SAP.
• Effective communication and interpersonal skills.
• Bilingual (English and French) preferred but not required.
• Office-based position.
• Flexibility to attend regional events/meetings outside regular business hours.
• Must be flexible to travel: SRAM locations where Team members are located, customer meetings, and in-market events <10% of the time.
• The benefits for this position include group health insurances including medical, dental, vision, and ancillary plans. As well as a retirement plan match, life insurance, long term disability, and paid time off. Salary range for this role starts at $62,400 CAD. This position is eligible for an annual corporate bonus based on company and individual performance.