Customer Service Cycling Technical Expert

Amain.com,-Inc.; Southbourne (NC); On-site; USD 42,000 - 56,000; Full time

Job summary

Amain Inc. operates premier online cycling brands and seeks a Customer Service Cycling Technical Expert to blend deep cycling knowledge with hands-on mechanical troubleshooting. You will guide customers to the right products and deliver world-class technical support across channels.

You will diagnose component issues, assist with orders and warranties, and collaborate with the Returns and Distribution teams to ensure a seamless shopping experience.

Qualifications

• Extensive cycling knowledge and mechanical expertise.
• Proficient with basic software and computer tools.
• Strong verbal and written communication.
• High attention to detail and multitasking in a fast-paced environment.
• Ability to interpret basic inventory data and metrics.

Responsibilities

• Diagnose and troubleshoot complex cycling components and compatibility issues.
• Recommend products and explain features, care, operation, and warranty.
• Support customers across phone, chat, email, and other channels.
• Process orders and resolve issues related to status, pricing, promos, and billing.
• Evaluate returns and coordinate refunds or credits per policy.
• Cross-check inventory data with physical stock in the warehouse.
• Collaborate with team and report trends to management.

Skills

Cycling Expertise

Technical Skills

Communication

Core Aptitudes

Mathematical Skills

Tools

Zendesk

MS Outlook

MS Teams

MS Excel

Job description

Description

Job Title: Customer Service Cycling Technical Expert

Reports to: Customer Service Manager, Customer Service Shift leads

FLSA: Non-Exempt

Job Summary:

Amain Inc. operates premier online retail brands, including Performancebike.com and Danscomp.com. As a Customer Service Cycling Technician, you will leverage your deep cycling industry knowledge and mechanical expertise to provide world-class technical support and customer care. This role is perfect for a passionate cyclist who thrives on solving complex technical inquiries, guiding customers to the right products, and ensuring an exceptional shopping experience.

Essential Responsibilities

• Technical Support: Diagnose and troubleshoot complex technical and compatibility issues related to cycling components, accessories, and apparel.
• Customer Consultation: Recommend, select, and help locate merchandise based on unique customer needs; clearly explain product features, care, operation, and warranty information.
• Omnichannel Communication: Effectively support customers across multiple platforms, including computer-based phone systems, SMS, Live Chat, and email.
• Account & Order Management: Process orders through our e-commerce platform and research/resolve customer issues regarding order statuses, account discrepancies, pricing matches, promos, and billing.
• Returns & Warranties: Partner with the Returns department to evaluate technical, cycling-related returns, authorize claims, and issue refunds or credits according to company policy.
• Inventory Cross-Verification: Proactively research and identify inventory discrepancies by verifying digital data against physical stock in the Distribution Center.
• Team Collaboration: Identify and report customer contact trends, workflow bottlenecks, or business concerns to management; contribute to broader department goals as directed.

Non-Essential Responsibilities (As-Needed Basis)

• Warehouse Support: Assist with inventory quality control, verify warehouse product locations, process vendor returns, and return restocked merchandise to shelves.
• Outbound Engagement: Conduct outbound sales calls and follow up with customers to resolve return discrepancies.
• Front Desk Liaison Backup: Serve as a welcoming face for walk-in guests and handle physical on-site tasks, including:
  • Processing walk-in customer orders and physical distribution center pickups.
  • Fulfilling, weighing, measuring, and adjusting inventory counts or descriptions in the warehouse.
  • Utilizing Zendesk, MS Outlook, and MS Teams to prioritize and manage physical office ticketing needs.

Qualifications & Requirements

• Cycling Expertise: Extensive technical knowledge of bicycles, components, and the cycling industry (prior industry experience or deep mechanical hobbyist experience is absolutely required).
• Technical Skills: Proficient with computers (MS Office, Excel, E-mail/Internet) and the ability to quickly learn proprietary software. Minimum typing speed of 25 w.p.m.
• Communication: Strong verbal and written communication skills; comfortable presenting information clearly to both customers and internal team members.
• Core Aptitudes: High attention to detail, exceptional multitasking abilities in a fast-paced environment, and a strong collaborative mindset.
• Mathematical Skills: Basic proficiency in measuring, calculating rates/ratios/percentages, and interpreting basic inventory graphs.

Physical Demands & Work Environment

• Must be able to sit for extended periods (office/call center environment) with occasional standing and walking.
• Frequent use of hands and arms to operate computer equipment and handle cycling components.
• Occasional bending, kneeling, crouching, reaching, or climbing within a warehouse setting.
• Ability to safely lift up to 20 lbs. occasionally.
• Comfortable working in a moderate-noise environment (open call center and active distribution warehouse).

Key Characteristics Desired

• Friendly, engaging, and confident personality when interacting with the public.
• Polite, helpful, and solution-oriented approach to customer frustrations.
• A dedicated team player with a strong work ethic.