What are the responsibilities and job description for the Customer Service Specialist position at Transition Bikes?
Transition Bikes is looking for a customer service and warranty specialist who embodies our commitment to creating meaningful, unique, positive experiences. This role isn’t just about problem-solving or answering questions – it’s about building genuine connections, delivering exceptional service, and making each customer feel heard and valued. Whether you’re resolving technical issues or simply helping someone find the right part, every interaction is a chance to bring our love for bikes and our sense of community to life.
Who You Are
You thrive on helping others and finding solutions with empathy and professionalism. You see each challenge as an opportunity to not just fix problems, but to provide a memorable, positive experience. Your attention to detail ensures that nothing slips through the cracks, and your love for mountain biking fuels your passion for connecting with customers. You bring an upbeat and team-oriented attitude, and you are always willing to collaborate with others to get things done. Most importantly, you understand that great service goes beyond transactions – it’s about building relationships.
What You’ll Do
- Customer Interaction & Support
- Correspond with end consumers, dealers, and distributors via phone, email, and live chat, answering technical and product-related questions.
- Handle pre- and post-sale support for riders, dealers, and distributors, ensuring a seamless customer experience.
- Warranty Processing
- Process warranty claims from initial contact to resolution, providing timely and empathetic communication throughout.
- Work with the team to monitor trends and forecast warranty replacement part inventory levels for all products.
- Collaboration & Feedback
- Provide feedback to the product development team, communicating issues observed through warranties or other interactions.
- Collaborate with teammates to improve customer service processes and identify new ways to engage with customers.
- Help create new methods for customer engagement and improvements in both pre-sales and post-sales processes.
Preferences and Requirements
- A genuine desire to help others and be part of a team that puts the customer first.
- Knowledge of and excitement for mountain biking. Industry or shop experience is a plus.
- Strong self-motivation, resourcefulness, and the ability to solve problems proactively.
- Excellent communication skills, with the ability to explain complex mechanical issues clearly over phone, email, and chat.
- Proficiency in computer programs such as Excel, Word, Google Docs, and Google Drive.
- Strong organizational skills and attention to detail, with excellent follow-through.
- Must live in, or be willing to relocate to, Bellingham, WA.
Why Join Transition?
- Comprehensive Benefits: We provide excellent health, dental, and vision benefits at an affordable cost. Plus, our Aflac accident insurance is offered at no cost to you, providing extra protection in case of injury.
- Retirement Savings: We offer a Simple IRA with employer matching after one year.
- Employee Discounts: Enjoy generous discounts on the products we produce, along with access to industry-related gear at discounted prices.
- Work-Life Balance: We recognize the importance of balancing personal and professional responsibilities and support you in maintaining that balance.
- Company Culture: At Transition, we value time spent on the bike with our team. Our regular company rides and annual trip offer an opportunity to connect with coworkers, enjoy the sport we all love, and keep our focus on why we do the work we do.
- Community Engagement: Being part of Transition means actively giving back to the biking community. You’ll have opportunities to contribute to trail-building and other community activities.
Salary : $42,000 - $48,000
