Rider Support Representative

About the Role: 

You will join a fast-paced team that creates an amazing experience for our customers, dealers and prospective customers. You will often be the first person that customers interact with at Cannondale so we are looking for someone who is all about providing exceptional customer service and support. In order to give our customers the best experience, you will need to have strong bike knowledge and experience in customer service for this role as you will be answering a wide variety of questions. If you are passionate about bikes, love to help people and collaborate with others, this could be your new dream job.

How You'll Make an Impact:

• Provide resourceful technical assistance to our customers by answering questions regarding any bike issues, set-up, reactions of bikes in a specific terrain and diagnosing issues
• Answer incoming phone calls and reply to voicemails from customers and resolve requests in accordance with our policies
• Collaborate with other members of the team to expand collective knowledge and update information in the knowledge database
• Track all customer interactions in CRM software and ensure all records are updated when needed
• Provide insights and relay common customer issues to the Design team to influence future product designs and improvements
• Respond to bearing warranty claims as assigned, and select frame and Reserve wheel warranties
• Keep updated on current bike trends and new components

What You Bring to the Table: 

• 1+ years of experience in Customer Service in the Consumer Products industry
• Strong bike mechanic knowledge; technical knowledge of Cannondale bicycles is a plus
• Demonstrate strong problem-solving abilities to address and resolve customer issues effectively and efficiently
• Handle multiple customer interactions and requests simultaneously while maintaining a high standard of service
• Possess the ability to manage and diffuse difficult situations with customers to ensure a positive outcome
• Ability to convey resolutions politely and effectively to customers to resolve their issues
• Excellent administrative, clerical, record-keeping, and computer skills
• Strong working knowledge of CRM software, Smartsheets, and Google Suite
• Positive attitude with the ability to be personable with everyone they meet
• Effectively communicate in English, both verbally and in writing

Hourly Range: This compensation package will be dependent on experience, qualifications, industry experience and the interview with a potential range of up to $24 - $32/hour

Want a closer look into what it's like to Come Ride With Us? Explore more of Cannondale on Instagram and LinkedIn.

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About the organization 

As a proud member of the Pon Holdings family, Cannondale benefits from the strong foundation and extensive network of one of the Netherlands' largest family-owned businesses, as well as the largest bike portfolio in the world: Pon.Bike, including brands like Santa Cruz, Cervélo, Kalkhoff, Focus, Urban Arrow, Veloretti, Gazelle, and Swapfiets. Being a part of Cannondale means being part of a dynamic and forward-thinking organization backed by the strength and stability of Pon Holdings.  

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Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Cannondale we value a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, regardless of your gender or race, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

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Our DEI Mission Statement: At Cannondale, we are on a mission to inspire cycling for all. Whoever you were, are, or will be, you can find yourself here. Our diverse line-up of bikes reflects diverse voices, diverse communities, and diverse aspirations. We know the only way to foster that diversity is to foster inclusion in our perspectives. We are committed to not only seeking unique voices, but also cultivating, embracing, and channeling those of every member of the Cannondale community. We understand that doing so makes both our company and our products better. It’s why we want you to Come Ride With Us – because bikes belong to us all. 

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We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, religion, national origin, ancestry, alienage or citizenship status, age, sex, sexual orientation, gender, gender identity, gender expression, marital status, disability, military service and veteran status, pregnancy, childbirth, and related medical conditions, or any other characteristic protected by applicable federal, state or local laws. For additional information, please click here. We will endeavor to make a reasonable accommodation for the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to apply for a role with or participate in the hiring process with the Company, please let us know. 

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