Customer Service Expert

Posted by Revelate Designs LLC on 09/12/2024

Job Basics

Industry Sector: Bike

Job Categories: Customer Service

Company Type: Apparel/SoftGoods

State: AK

City: Anchorage

Country: United States

Required Experience:

Job Type: Full Time

Salary:

Required to Relocate:

Required to Travel:

Employee May Telecommute: No

Job Seeker Must Live Within: 25 miles

Job Description & Requirements

Revelate Designs seeks a motivated individual to join our customer service team. 

Revelate Designs was founded in 2008 and is well regarded as a pioneer and innovator in bringing bikepacking bags to the mainstream. With an emphasis on adventure and innovation, we design and manufacture high quality, lightweight bike touring bags that are sold worldwide. This position is based in our Anchorage Alaska HQ where you’ll be a part of our small team. 

 

About the Job

 

Customer Service Expert - We are seeking a service minded individual to join our customer service team. This position is the main contact for our direct customers, fielding emails and phone calls with questions about products, orders, shipping, returns and warranties. This role is the first impression a customer has of our brand and we have built a reputation for exceptional and personal customer support with a high level of empathy, explanation and follow through. We strive to leave the customer in a better place after they’ve contacted us and resolve any issues.  Revelate is a small and growing team and we all wear many hats, your role will likely grow along with the company over time. 

 

Position Responsibilities

 

• Read and evaluate customer inquiries to provide thoughtful, educational responses based on their needs, trips, terrain and bike fit. 

• Strive to be an all time Revelate product expert and communicate promptly and professionally with customers regarding questions about our products and their needs

• Give helpful information to customers for product selection, and packing suggestions

• Coordinate and communicate closely with remote-based warehouse staff to fulfill orders

• Troubleshoot shipping issues and help solve order or related problems

• Build and maintain relationships with key customers and accounts

• Handle payments and troubleshoot payment related issues

• Handle warranty and return processing, and perform warranty service. Learn how to repair products using industrial sewing equipment and techniques (we will train you how!) 

 

Supporting roles

• Assist wholesale account staff with dealer questions and orders as needed, including accepting and processing orders, communicating any changes, and providing updates and lead times as necessary

• Assist in developing support and reference materials for common customer questions to refer to.

• Perform monthly cost audits of third party warehouse partner, communicate about discrepancies

• Manage and monitor our online product review platform

• Shipping and receiving packages from our office to support customers, warranty and to support our design team.

• In-person customer assistance for people visiting our shop with the possibility of future in-house retail support

 

Qualifications

• Two years experience in a customer service or sales position, preferably in the outdoor or bike industries

• Excellent written and oral communication skills

• The ability to efficiently and professionally respond to a high volume of email inquiries.

• Be organized and detail oriented, with the ability to follow through on multiple individual tasks

• Be a self-starter who can work efficiently under low supervision

• Experience and knowledge of bikepacking / bike travel and enjoy talking about gear, learning and explaining how things work and function best

• Excellent problem solving and troubleshooting abilities

This is a full time position in our Anchorage workplace. The pay range is $55-$60k / yr. We offer health and retirement benefits, paid time off, a collaborative, fun and creative working environment, and industry discounts. To apply: Send your resume, cover letter, and references to jobs@revelatedesigns.com. 

The position is open until filled, we look forward to hearing from you.

 

About Revelate Designs LLC

Revelate Designs is a founder of the bikepacking movement. We're located in Anchorage Alaska and are known for our innovative bag systems that can be used on adventures big and small. 

 \We manufacture on the West coast and have dealers and distrubtion across the US and world wite.