December 4/13 16:20 pm - Employment Opportunity - Shimano Canada

Posted by Editor on 12/4/13
 

The position of Customer Service Representative is focused on supporting the growth of our company by delivering outstanding sales and service support to Shimano Canada's authorized dealers and outside representatives. This position requires excellent communication and organizational skills and the ability to work with the Customer Service Manager to strategize, plan and implement monthly and seasonal plans.

The associate in this position will be a proactive, self motivated, problem solver who is willing to go the extra mile to ensure we are meeting our wholesale domestic goals and all our retailers are receiving best in class customer service.

Essential Duties and Responsibilities:
• Answers direct to retailer calls including:
- Identifying retailer's customer needs and recommending appropriate hard goods solutions as well as apparel and footwear recommendations.
- Placement of orders both HG's & SG's.
- In season programs.
- Account status.
- Order status.
- Thorough product knowledge of Shimano hard goods as well as Pearl iZumi construction, fabric and design.
- Product availability information.
- Returns questions.

• Responds to retailer e-mails/faxes for the same issues as above.
• Demonstrates outstanding product knowledge of both lines & partake in ongoing training on both the hard goods and apparel lines.
• Shows a strong sensitivity for retailer issues and the ability to ask questions to clarify and resolve problems to the satisfaction of the retailer.
• Responsible for making all necessary changes to accounts preseason orders and maintaining that all open backorders ship in a timely fashion.
• Shows a strong sensitivity for retailer issues and the ability to ask questions to clarify and resolve problems to the satisfaction of the retailer.
• Acts as a conduit to resolving dealer issues; interfaces regularly with inside sales, credit, shipping, warranty and operations.

Services Retailer Warranty & Return Issues:
• Ensures all retailer returns (warranty and return to stock) are processed in a timely manner.
• Makes retailer repair, replacement or credit decisions in accordance with company's policy.
• Responds to and resolves any customer warranty issues with the greatest concern for maintaining a "customer for life".
• Communicates recurring product quality issues to product development team for further action.

Generation of In Season Order Replenishment:
• Supports and meets company monthly and seasonal at once sales goals .
• Maintains company expectations of outbound calls to authorized retailers; implement sales process that includes identifying needs and recommending solutions.
• Enhance sales by cross selling/up selling products when particular items are unavailable.

Leadership:
The associate in this position will be a proactive, self motivated, problem solver who is willing to go the extra mile to ensure we are meeting our wholesale domestic goals and all our retailers are receiving outstanding customer service.

Qualifications:
• Fluently bilingual (English/French).
• 2- 3 years experience in customer service, retail experience or inside/outside sales.
• A strong technical sense and ability to diagnose technical issues with Shimano bicycle components.
• Knowledge of technical apparel (Cycling/Running).
• Strong presentation, negotiation and problem solving abilities.
• Must have a strong customer focus and an ability to establish and develop strong relationships with retailers.
• Proficient in Microsoft Office applications and windows environment.
• Knowledge of JD Edwards software a benefit.
• A leader as well as a team player.
• Must be self-motivated, entrepreneurial and be able to work with little supervision.

If you are interested in this opportunity and feel you meet the qualifications we require, we would like to hear from you. Please submit your resume in a PDF or Word format by e-mail to: jobs@shimano.com. Please make reference in the subject header of the email "Customer Services Representative".

Only qualified candidates will be contacted for an interview. Shimano Canada is an Equal Opportunity Employer

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