Job: Customer Experience Specialist – Velotech

Job Title *

Company/Organization *

Job Description *
JOB OVERVIEW: This is a unique position which is a combination of Western Bikeworks Customer Experience Specialist (phone) and Western Bikeworks Retail Store Sales Associate which is why it’s being titled “Hybrid Sales Associate” for purposes of this Job Description. The Hybrid Sales Associate position handles and learns day-to-day processes in bicycle retail at Western Bikeworks – keying transactions, returns and exchanges, and handling escalated issues. This position is governed by the Western Bikeworks Retail Mission: “Empowering people to achieve their bike-related goals in whatever form they may take.” This position also is responsible for responding to customer phone calls, emails, and for working directly with customers in our closeout store. He/she provides product information, advice and order assistance and also reviews orders and price match requests and assist with site content, including produc t reviews, photos and descriptions. This role is responsible for treating both their coworkers and customers using the following standards: identifying their goals, finding solutions to help them achieve those goals, and owning their experience from first contact through the resolution of that goal.

• Operate store Point of Sale equipment
• Assist customers with product selection by spending the time to learn about the customer’s needs and then suggesting appropriate product to satisfy those requirements. This will extend (but not be limited) to bicycle selection and sizing, nutrition selection, and accessory selection
• Provide higher than expected (by the customer) customer service including but not limited to assisting with removal of bicycles from their vehicle, searching all possible avenues for special order or out of stock product, expediting all service and transactions as much as possible, and hand writing thank you cards
• Prepare the retail store for normal operations at opening time (lights, signage, setup PCs, etc) and handle End of Day procedures
• Assist with the setup and teardown of marketing events at the store (movie premieres, vendor presentations, etc)
• Work on receiving, placing product on the floor, store cleanliness, etc. at the discretion of the store manager
• Answer incoming phone calls and respond to incoming customer email
• Has basic level mechanic capabilities (change a flat tire, operate quick release)
• Prepare and serve Coffee and Alcohol in accordance with store policy and OLCC service laws

• Navigate a sophisticated order processing system
• Generate performance reports and recommend improvements
• Coordinate with Returns to assist customers with returns and exchanges
• Retrieve products from the warehouse to assist walk-in customers

• Able to work at either retail location as business need requires
• Able to flex between online Customer Experience Specialist and Retail Store Sales Associate as business need requires.

• No specific formal education is required
• A bicycle background is a must
• Must be computer literate

• Excellent communication and organizational skills
• Solid knowledge of cycling products
• Strong interpersonal, written, and oral communication
• Ability to advocate for cycling in the local community
• Ability to work independently or with others to manage multiple task with minimal supervision.
• Ability to spend time talking to people about bicycles.

How to Apply *
Please apply by clicking on company link below:

Jonathan Maus (Publisher/Editor)

Jonathan Maus (Publisher/Editor)

Founder of BikePortland (in 2005). Father of three. North Portlander. Basketball lover. Car owner and driver. If you have questions or feedback about this site or my work, feel free to contact me at @jonathan_maus on Twitter, via email at, or phone/text at 503-706-8804. Also, if you read and appreciate this site, please become a supporter.