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Cycle Monkey

Internal Gearing Specialists, Bicycle Distribution & Service Center

Employment Opportunities

Sales & Customer Service Associate

Description

Cycle Monkey is in search of a passionate and highly motivated team member to handle customer sales and support. This is a multifaceted role that relies heavily on written and verbal communication, the ability to listen to and connect with customers, the ability to explain technical products to a non-technical audience, and a passion for innovation in the bike industry.

About Us

Cycle Monkey distributes niche bikes and components to retailers and consumers nationwide from our headquarters in Richmond, CA. Founded in 2007 as a custom wheelbuilder and US service center for Rohloff, we have since branched out into distribution of bicycles and components from Rohloff, Zerode, Pinion, Gates, Shutter Precision, and Schlumpf, building custom bikes, and designing our own solution-based products in house. Our brands cover a wide variety of disciplines, including mountain biking, fatbiking, recumbent trikes, road touring, bikepacking, and commuting. But regardless of what you’re riding and how you ride, we care about one thing first and foremost: sharing our passion for the cycling experience!

Primary Responsibilities

Given the technical nature of our products, Cycle Monkey fields a wide variety of questions from potential and current customers. We are currently looking for someone to support customer inquiries in an efficient and timely manner. This position requires a customer-first approach, a willingness to learn product details, and a collaborative working style. We will train you on the product specifics and look to you to navigate our customers through their inquiries.

  • Responding to customer inquiries, by email and/or phone, in a friendly and timely manner
  • Providing knowledgeable answers to questions about product details, pricing, and availability
  • Guiding customers through their order and/or technical questions
  • Helping customers navigate Cycle Monkey’s website and placing orders online
  • Researching product information both internally and externally through manufacturers
  • Developing FAQ-style responses to improve efficiency
  • Coordinating with internal staff to meet our customers’ needs and respond to and track sales-related inquiries
  • Learning evolving product offering and familiarization with information available through Cycle Monkey website and social media channels
  • Working with customers to resolve product returns, shipping inquiries, and order status questions
  • Submitting quotes for custom items or service

Secondary Responsibilities

  • Assist with bike assembly, packing, and shipping
  • Assist with social media
  • Assist with demos/expos/trade shows
  • Assist with miscellaneous projects at Cycle Monkey headquarters

Requirements

  • Creative, energetic, self-motivated, engaged & adaptable
  • Team player
  • Ability to solve unexpected and/or difficult problems in efficient manner
  • Goal oriented: Feeling of satisfaction from solving customer questions and clearing email backlogs
  • Strong communication skills, especially written communication
  • Comfortable speaking to people on the phone and in-person
  • Ability to communicate effectively with customers, coworkers and management
  • Good listener/reader
  • Connect with customers to guide them to solutions that fit their needs
  • Reinforce, communicate, and review the purchase decision throughout the customer interaction
  • Aim to resolve issues on the first interaction by being proactive in your customer service approach
  • Proficiency in English. Spanish a plus.
  • Committed to quality and high attention to detail
  • Ability to put aside personal biases/product preferences in favor of finding the best solution for the customer
  • Comfortable interpreting manufacturer’s specifications
  • Comfortable describing technical information to non-technical audience
  • Ability to efficiently find technical service information on manufacturer’s websites and web searches
  • High comfort with computers and standard software
  • Basic proficiency in online email, Google Docs, and MS Office suite
  • Demonstrable proficiency in typing (60+ WPM)
  • Previous bicycle industry sales experience
  • Good familiarity with bicycle components
  • Experience with touring, bikepacking, mountain biking, or internal gearing a plus!
  • High school graduate or GED

Preferred

  • 2+ years customer service experience
  • Help Desk/Ticket Support
  • Live Chat Support
  • Email Support
  • Inbound Phone Support
  • Outbound Phone Support
  • Social Media Customer Support
  • Technical writing experience
  • Experience with QuickBooks a plus
  • Love of bicycle riding!

Pay: DOE; part time and full time opportunities are available depending on fit.
Please send an intro of yourself, a sample of your writing, and your resume to info@cyclemonkey.com.