This week’s Monday Roundup is brought to you by River City Bicycles (706 SE Martin Luther King Jr. Blvd), serving your everyday cycling needs for 23 years.[Read more…]

Job Title

Customer Service Manager – SIC

Company / Organization

Stages Indoor Cycling

Job Description

Our company is growing and we need great people to join our team!
Stages offers you the opportunity to advance your career within the bike industry in an environment of like-minded people, with office perks such as lunch time bike rides, friendly dogs, and more. We value a great work environment, and great employees based on our Core Values: Agile, Creative, Intelligent, Passionate, & Good Listeners. Do these values describe you? If so, and you are interested in this position, please apply online through the Stages Cycling Career Portal: www.stagescycling.com/careers.

ROLE AND RESPONSIBILITIES
Manage the Customer Service Team to provide pre- and post- sales technical support for Stages Indoor Cycling products to domestic consumer and International distributor accounts. Represent the voice of the customer internally.

PERSONNEL RESPONSIBILITIES
• Manage the daily activities of Customer Service Representatives who are located in Portland and in Boulder.
• Delegate Customer Service tickets and follow up to SIC Customer Service Representative(s) as needed
• Develop, monitor and implement staffing models for work unit against forecast/actual volumes.
• Work with HR to attract, recruit, hire, and onboard customer service personnel to meet staffing needs
• Ensure personnel have adequate tools, training, and resources to effectively perform their job functions.
• Report to Human Resources any instances of harassment or discrimination that are witnessed or reported by an employee.
• Mentor and train direct reports.
• Carry out annual reviews with direct reports.
• Develop, modify and report operations dashboard/scorecard for work unit reflecting departmental performance against goals.
• Develop, capture, analyze and report departmental performance against goals.
• Analyze departmental workflows and implement any enhancements that may positively impact efficiency and productivity.
• Incorporate changes in processes as necessary to positively affect customer satisfaction scores, processing efficiencies, and service level agreements.
• Actively manage evolving data requirements and work closely with the IT function and software vendors to ensure various software interfaces/functions perform correctly.
• Monitor the performance of employees of the operating unit for any performance deficiencies and provide individual coaching for performance improvement.

CUSTOMER TECHNICAL SUPPORT
• Provide sales and technical support to our domestic consumer and dealer accounts
• Support pre-sale and post-sale technical support on our indoor cycles and power meters
• Communicate with customers via email and phone to support escalated situations
• Interact with other departments in Portland and Boulder office through appropriate channels
• Provide exceptional customer experience in all communications with customers
• Stay up to date on internal communication regarding our product updates, relevant competitor products, industry developments, internal processes, customer facing processes, warranty and other technical support processes, trouble-shooting techniques, and other relevant information
• Lead Customer Service team meetings and trainings
• Assistance in installations or preventative maintenance for white glove installs as requested by the service team
• Work with Operations to help implement, monitor, and maintain support portals, communication channels, and customer touch points
• Monitor activities and needs within National Accounts and respond appropriately along with National Accounts Lead

WARRANTY MANAGEMENT
• Work directly with warranty team to achieve timely resolution as needed
• Understand and communicate to customers and service techs components of the bike and parts needed to solve technical issues
• Monitor inventory levels of parts and communicate with Purchasing Manager to order more parts when inventory runs low
• Maintain knowledge of changes to bike components and manage projects when large scale replacement of parts is required. Determine priority customers who need first stock available. Coordinate between internal staff, customers, and install techs.
• Communicate regularly with International Sales Director to understand warranty and part order needs
• Communicate regularly with Key Accounts to understand warranty and part order needs
• Provide update to Customer Service and other departments on part changes, current issues, and status of resolutions

FIELD TECHNICIAN SUPPORT
• Create monthly service bulletin to communicate current issues and solutions to field technicians*
• Occasionally travel to customer sites to provide customer service, technical support, or to oversee installation*

REPRESENT CUSTOMER VOICE INTERNALLY
• Develop and analyze customer satisfaction metrics for enhancing overall performance of services to the external customers.
• Perform customer satisfaction audits and measure results in order to continue to meet and exceed customer expectations.
• Effectively communicate with all department heads with specific feedback for improved workflow and customer satisfaction.
• Be the active “voice of the customer” in the organization, reporting to other departments issues with the customer experience and advocating for customer satisfaction whenever appropriate.
Other tasks and projects as assigned
*Designates non-essential job responsibilities

QUALIFICATIONS AND OTHER REQUIREMENTS
• Offers of employment are contingent upon the results of background checks. See below for additional details.
• This is a full time position.
• Limited (approximately 2-3 times per year) travel to Boulder is required of this role.
• Experience in customer service.
• High level of organizational skills.
• High level of flexibility and creative problem solving.
• Ability to work independently and self-manage duties and tasks.
• Ability to use customer management and order processing systems, with training.
• High level communication and interpersonal skills, including high-volume telephone and written correspondence.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively with customers or employees of Foundation Fitness/Stages Cycling.
• Ability to calculate figures and amounts such as discounts and percentages. Ability to apply concepts of basic math.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PREFERRED SKILLS
Experience with Customer Service communicating via phone and email, Knowledge of bikes and bike parts, Experience with word, Spreadsheet, and inventory software.

PHYSICAL DEMANDS AND WORK ENVIRONMENT
• Ability to sit and type at a computer for the duration of the day.
• This position is primarily an in office position.
• Quiet office environment with noise from call center and occasional customer visits.
• Able to lift 50lbs.
• Able to squat, bend, carry equipment, move heavy equipment with moving devices; able to use fingers, hands, and arms to build equipment; able to use tools to build equipment.

ADDITIONAL NOTES
This position is a full-time, in-office attendance position. We offer a competitive benefits package including medical, dental, vision, 401(k) matching, Flexible Spending Account, Paid vacation and holidays, free access to our fitness center, and product discounts.
We encourage all interested applicants to apply and welcome applicants of any race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability or genetics. We are committed to evaluating candidates based on job qualifications. We will make reasonable accommodations as requested.

Background Checks
Offers of employment will be contingent upon the results of a background check. Background checks will be completed only after a contingent offer of employment has been accepted. Background checks include social security verification, prior employment verification, personal and professional reference verification, criminal history check, and potentially additional searches. Searches related to criminal history will take into consideration the nature of the crime and its relation to the position, the time since the conviction, the number of convictions, and relevant risk to the business and related parties.

How to Apply

Apply through the Stages Cycling Career Portal at www.stagescycling.com/careers.

While bike shop closures have dominated headlines of late, there are other parts of the local cycling industry that deserve our attention. Below is a roundup of news from Portland-based bike businesses.[Read more…]

Job Title

Retail Sales Associate

Company / Organization

Community Cycling Center

Job Description

RETAIL SALES ASSOCIATE

ORGANIZATIONAL OVERVIEW
For over 25 years, we have been a nonprofit organization on a mission to broaden access to bicycling and its benefits.

Our vision is to continue building a vibrant community where people of all backgrounds use bicycles to stay healthy and connected. We believe that all Portlanders—regardless of income or background—should have the opportunity to experience the joy, freedom and health benefits of bicycling. This is the motivation behind everything we do.

This position operates out of our full-service bike shop in NE Portland’s busy Alberta District. Our high-volume shop is staffed by experienced mechanics from diverse cycling backgrounds who provide compassionate customer service to a broad cross-section of cyclists. Here at the shop we value and support one another through the work we do and are committed to working collaboratively to meet our goals. We acknowledge and value diversity and its many intersections. We are proud that people of color, women, neuro-divergent, gender non-conforming and LGBTQIA+ folks choose to work at our shop. We encourage more people from varied and diverse backgrounds to join our lively, talented team.

JOB SUMMARY
The Retail Sales Associate is responsible for providing excellent customer service, maintaining a clean, welcoming and well stocked retail environment and developing strong customer relationships. This position will require experience working in a high volume bike shop, familiarity with point of sale and inventory management systems and the ability to work both independently and collaboratively.

ESSENTIAL FUNCTIONS
• Greet customers and provide a welcoming retail environment for people of all backgrounds
• Assist customers over the phone
• Sell bicycles, parts and accessories
• Properly size/fit both adult and youth customers to bicycles and helmets
• Accurately process cash, cards, check, and gift card payments
• Clean and maintain retail space and stock retail floor on a daily basis
• Work with management to create displays, signs and labels to showcase products in innovative and efficient ways
• This position involves constant moving, talking, reaching, grabbing and standing for periods of time longer than two consecutive hours; and may occasionally involve stooping, kneeling, crouching and climbing ladders.
• Participate in staff meetings
• As a non-profit we believe that fundraising is everyone’s job- all employees help support fundraising efforts

REQUIRED QUALIFICATIONS & CHARACTERISTICS
• Prior bike shop experience
• Experience guiding customers through the process of purchasing bicycles, parts and accessories that best fit their needs
• Have a personable, receptive and compassionate approach to customer service
• Ability to maintain composure and a respectful, cooperative attitude through high stress situations
• Experience using point-of-sale systems
• Ability to work weekends
• A commitment to equity and social justice

DESIRED QUALITIES OR EXPERIENCE
• Proficiency in Spanish strongly desired
• Attention to detail and a methodical approach to accomplishing tasks
• A strong desire to learn and develop professional skills in the bicycle industry

COMPENSATION
• $15.00 per hour to start
• Benefits: Health, dental and vision insurance. Paid time off. $90 Used Parts Allowance, $200 Labor Benefit, Cost +10% pricing on new parts. Flexible scheduling during off-season

HOW TO APPLY
Submit resume and cover letter to jobs@CommunityCyclingCenter.org with “Retail Sales Associate” in the subject line.
No phone calls please.

The Community Cycling Center is an equal opportunity employer. Women, trans, gender non-conforming encouraged to apply. People of color encouraged to apply.

How to Apply

Submit resume and cover letter to jobs@CommunityCyclingCenter.org with “Retail Sales Associate” in the subject line.
No phone calls please

Damage from the scene of 2018 crash on North Willamette Blvd.
(Photo: PPB)

We have updates on two crashes that claimed the lives of two people in 2017 and 2018.

Today the Portland Police Bureau and Multnomah County District Attorney announced major developments in cases that involved fatal traffic crashes in north Portland.

The PPB says they’ve arrested a man for the death of Daniel Ramsey, who was struck while walking across North Fessenden Street on November 26th, 2017. 22-year-old Luis Silva Echeverria-Navarrete was arrested in Hillsboro after an investigation by the PPB’s Traffic Investigations Unit. Using tips from people in the community, Echeverria-Navarrete was identified as the driver and has been charged with manslaughter, failure to perform the duties of a driver, driving under the influence of intoxicants and reckless driving. He was arraigned today.
[Read more…]

Looking for a new place to spread you cycling wings? We’ve got three fresh job opportunities for you to consider.

Learn more about each one via the links below…

– Shipping Specialist – Velotech, Inc.

– E-bike delivery – Dominos Pizza

– Customer Experience Specialist – Velotech, Inc.
[Read more…]

Job Title

Customer Experience Specialist

Company / Organization

Velotech, Inc.

Job Description

This position is responsible for responding to customer phone calls, emails, and for working directly with customers in our store. Customer Experience Specialists provide product information, advice and order assistance. Qualified Customer Experience Specialists also review orders and price match requests and assist with site content, including product reviews, photos and descriptions.

ESSENTIAL FUNCTIONS INCLUDE BUT ARE NOT LIMITED TO:
• Answer product questions & assist with the order process
• Analyze customer questions, troubleshoot, and provide clear answers in an efficient and professional manner
• Develop trust and loyalty with consumers and build value in our brands
• Navigate a sophisticated order processing system
• Generate performance reports and recommend improvements
• Coordinate with Returns to assist customers with returns and exchanges
• Assist walk-in customers with product questions and purchases
• Retrieve products from the warehouse to assist walk-in customers

ADDITIONAL RESPONSIBILITIES/DUTIES:
• Navigate a sophisticated order processing system
• Work with Marketing to assist with customer-facing content, including site maintenance, product images and descriptions
• Increase sales by genuinely helping customers learn about additional/alternative product options

MINIMUM JOB REQUIREMENTS:
• Basic computer skills
• Strong knowledge of cycling
• Previous customer service experience is a plus, as is sales, service and mechanical experience in the cycling industry

KNOWLEDGE, SKILLS, & ABILITIES:
• Excellent communication and organizational skills
• Solid knowledge of cycling products
• Ability to work in a high volume, fast-paced environment
• Ability to work independently or with others to manage multiple task with minimal supervision.

How to Apply

To apply, please click on the link and fill out an application: https://www.paycomonline.net/v4/ats/web.php/jobs/ViewJobDetails?job=37701&clientkey=F102FCECFB43ED66CAD0C8276CB962A9

[Read more…]