Customer Service Agent

The ideal candidate should be in the Twin Cities Metro area with the ability to work onsite as needed at the Bloomington Q-Central office.  Remote work may be an option for candidates in Pennsylvania, Colorado, Nevada, and outside the Twin Cities Metro area in Minnesota. Please note, relocation assistance is not provided.

Quality Bicycle Products is in the business of bikes! From creating a portfolio of our own award-winning brands to distributing the top names and best products in the industry, we’re doing our part to further bike-kind. With distribution centers in Minnesota, Pennsylvania, Nevada, Colorado, and Taiwan, QBP serves a network of more than 5,000 independent retailers and 400+ suppliers world-wide. We strive to be an extraordinary business to partner with and to work for and have made good on that goal for over 35 years. As a values-driven company, making the world a better place has always been at the heart of everything QBP does. We believe that our actions as individuals and as a company can make a difference, so we work every day to improve the sustainability and health of our industry and our communities.

Everything we do is centered around one basic idea: get more butts on bikes. We welcome employees from all backgrounds and allow individuals to be themselves. QBP employees enjoy rad perks – discounts on bikes and bike parts, get paid to ride your bike, get paid to volunteer and work from home to name a few.

WHAT YOU WILL BE ACCOUNTABLE FOR: 

The Customer Service Representative I is the first point of contact for QBP’s customers and with that are empowered to own the customer experience and uphold QBP’s core value of “Keeping the Customer First”. Agents are expected to be readily available to provide best in class customer service on a wide variety of topics from assisting with orders, troubleshooting bicycle technical issues, creating product returns and credits, handling shipping issues and answering questions about the wide variety of items in our catalog.

• Serve as the frontline customer service representative for QBP providing high-quality service for our customers in phone, email, and web-based interactions.  [70%]
  • Fielding inbound technical & product related questions.
  • Entering and managing orders
  • Providing answers to QBP services, websites, and other related technical inquiries
  • Investigating and answering shipping related questions
  • Processing returns and credits.
  • Working alongside the QBP sales and brand support teams
• Using and continued learning of SAP, QBP b2b commerce website, CRM, SharePoint, Genesys Cloud and other organizational tools related to the job [10%]
• Collect, document and maintain customer information and interactions via CRM [15%]
• Attending department specific meetings, taking part in new product releases, and proactively pursuing education and technical expertise to stay relevant.  [5%]
• Other tasks and responsibilities as assigned by Customer Service Leadership 

WHAT YOU NEED TO SUCCEED:

• REQUIRED QUALIFICATIONS:
  • 1-2 years of relevant experience in customer service, sales, or consumer facing role or equivalent area.
  • Fluency in modern bicycle technology and trends. 
  • Strong time management skills.
  • Ambition and drive to contribute to an excellent customer experience. 
  • Organization, multitasking, and knowledge retention are crucial.
  • Comfortable taking directions. 
  • Ability to work autonomously, make decisions in the moment in a fast paced, high-volume environment.
  • Excellent interpersonal and oral communication skills. Ability to listen and communicate (written and verbal) in a pleasant manner.
  • Team-player, willing to step in for their colleagues on a moment's notice.
  • Demonstrated computer skills, Ability to type 25-30 words per minute.
• PREFERRED QUALIFICATIONS:
  • 1+ year of bicycle industry experience working in customer service, operations, mechanics or sales.
• OTHER RELATED CRITERIA
  • Work schedule
    • Monday through Friday 10:00 AM - 6:00 PM Central Standard Time
  • Work in office option (Bloomington, MN) or work from remotely adhering to the following remote work requirements
    • High speed internet (minimum of 50Mbps download speeds)
    • Dedicated workspace free of outside noise and distractions
    • Technology provided: computer, display, headset, mouse, and keyboard
  • Physical Requirements
    • Ability to perform work on a phone and computer extensively.
• Model QBP Core Values:
  • Act with integrity
  • Be a true partner
  • Create something special
  • Deliver greatness
  • Keep the customer first

Quality Bicycle Products is proud to be a certified B-Corp, committed to inclusion and diversity. We seek talent from all backgrounds to join our teams, and we encourage our employees to bring their authentic and best selves to work. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.