Job Title *
Customer Service Manager

Company/Organization *
Rapha Racing LTD

Job Description *
Rapha has an excellent reputation for the highest standards of Customer Service. As we continue to grow internationally, being able to service and support our customers all over the world is crucial to our continued success. Rapha has a business strategy that has created a unique customer experience through both our website and the Rapha Cycle Clubs.

North America is a key market for Rapha and requires an experienced Customer Service Professional to lead the Customer Service team and support our global operations.

The Role
• Manage the North American Customer Service team to create and inspire a high performing group of Customer Service Advisors.
• Create a coaching culture where the team can develop and reach their full potential.
• Work closely with the Head of Customer Service to recommend improvements and enhancements to our service proposition so we can deliver World Class Service.
• Advise on best practice methods of customer communications including social platforms and live chat.
• Help maintain and develop our Customer Service platform Zendesk and become an expert user.
• Work with our Retail team to ensure the customer experience is consistent across non-web sales channels such as physical retail stores.
• Provide reports to the business including regular customer feedback to the Product and Marketing teams and monthly statistics on productivity and adherence to service levels.
• Ensure efficiency of the team through staff training, preparation of guidance manuals and implementation of performance metrics.
• Develop internal quality tools that will help coach, develop and train staff to ensure a single tone of voice and appropriate Rapha product and general cycling knowledge.
• Work closely with the Logistics team to ensure delivery targets are met and any customer impact is communicated accordingly.
• Deputise for the Head of Customer Service in their absence, attending and contributing to meetings, acting as the main point of contact for Customer Service and ensuring regular and smooth communication takes place with Senior Management and across departments.
• Help develop in-depth product training materials and enable knowledge transfer to the team
• Coordinate with Head Office teams on product launch timing, pricing, policies and promotions.
• Work closely with the 3PL to ensure SLAs are met and troubleshoot any issues that arise.
• Work with our Logistics team to develop and oversee the relationship with our carriers.

The Candidate

The ideal candidate will have the following skills and qualities:

• Experience of best practice customer service operations working in an Omni Channel environment creating solutions across retail and online channels.
• The ability to identify and initiate process improvement using the latest technology and innovations.
• An experienced customer service professional with a clear understanding and commitment to the importance of customer service, ideally in an online, multi-channel retail business.
• Critical analysis/decision making ability.
• High level of self-motivation with a positive, solution focused attitude.
• Strong people management skills with a passion for learning and development.
• A passion for operations management and process improvement.
• Exceptional communication skills with the ability to influence and motivate across a global organisation and throughout multiple departments.
• Proven experience in a front line customer service team.
• A genuine appreciation of the impact of world class customer service, and the desire to deliver at an industry-best standard.
• An expert in resource planning and traditional customer service metrics to ensure operational rigour and scalability.
• Knowledge of technical, performance, or luxury products.
• Passion for cycling.

How to Apply *
To apply for this position please complete our online application here.

Job Title *
Bike Shop & Transit Hub Manager / Bike Mechanic (Seattle)

Company/Organization *
Bikes Make Life Better

Job Description *
Bikes Make Life Better plans and operates bike programs for large organizations. We run a comprehensive bike program for one of our clients at their Menlo Park, CA headquarters and are expanding to provide on-site support of a brand-new Bike Shop and Transit Hub at their Seattle offices.

If you’re passionate about putting more people on bikes and helping them choose alternatives to driving, this could be the position for you!

We are looking for a dynamic, collaborative, customer-driven individual to manage the Bike Shop and Transit Hub in downtown Seattle, and to provide bike repairs for employees, as well as assist with any bike and alternative transportation questions.

The Bike Shop & Transit Hub Manager will work under the direction of Bikes Make Life Better management (from San Francisco), in collaboration with our client’s Facilities teams (from Menlo Park, CA and Seattle). This position requires an individual who is a self-starter and who has experience managing a small bike operation.

Responsibilities:
This is a new position and will evolve over time. Primary responsibilities include:
• Staff and manage the day-to-day operations of the Bike Shop and Transit Hub
• Help employees with transportation options and bike parking
• Manage the loaner bike program and other bike-related programs such as Bike to Work days
• Develop and manage new bike-related programs that build community and support commuting
• Coordinate classes, rides, and events that promote bike commuting
• Repair employee bikes and loaner bikes
• Manage inventory and stocking of the Hub (with help from our other shops)
• Handle sales of bike accessories through a computer POS system
• Hire/manage other staff as operation grows

Requirements
• Proven track record of outstanding customer service
• Experience running an operation or department, ideally within a larger organization
• 5+ years professional experience as a bike mechanic, ideally in a bike or all-sport shop
• Collaborative, creative and action-oriented approach to problem solving and decision making
• Highly proactive and responsive
• Self directed
• Able to work within a diverse team
• Highly organized, with experience in inventory and financial management
• Superb verbal and written communication skills
• Complete comfort with office and mobile technology/tools and POS systems
• Passionate about cycling and alternative transportation
• Work in a corporate environment a plus
• Familiarity with Seattle a real plus

Bikes Make Life Better is proud to be an equal opportunity employer that is committed to a diverse workforce. Women and people of color are strongly encouraged to apply. We offer a competitive salary and benefits package, along with great perks.

Employment is contingent upon successful completion of background investigation including criminal history and identity checks.

How to Apply *
*** In order to be considered for this position, please send your resume and cover letter to info@bikesmakelifebetter.com, highlighting your experience as it relates to this position and tell us a little about yourself:

* What interests you about this job?
* Why would you be good at it?

Job Title *
Manufacturing Assembler

Company/Organization *
OTTO DesignWorks

Job Description *
OTTO DesignWorks, creators of the all-new OTTOLOCK, is currently recruiting for Manufacturing Assemblers. Interested candidates should send resume to jobs@ottodesignworks.com.

Manufacturing Assemblers will be responsible for:
• Assembling units according to required specifications. This involves reading written instructions to assemble parts or products.
• Assemble components
• Identify problems and fix it or report it to a supervisor
• Provide other technicians, engineers, and project managers feedback regarding design, quality, and/or schedule issues
• Ensure quality; look for faulty hardware during the assembly process
• Inspect incoming manufactured parts for quality
• Packaging parts

Knowledge, Skills, and abilities we are looking for:
• Excellent mechanical aptitude
• Excellent documentation ability
• Ability to operate hand tools
• Ability to perform from oral or handwritten instructions
• Ability to work in a team environment
• Good interpersonal, communication and time management skills
• Ability to read, write, and understand English
• Ability to sit, stand, walk, talk, and hear, bend, push, pull and lift up to 50 lbs
• Good hand eye coordination
• Ability to work with small parts

This is a contract position, up to 40 hours per week.

How to Apply *
send resume to jobs@ottodesignworks.com

Job Title *
Bookkeeper

Company/Organization *
Community Cycling Center

Job Description *
The Bookkeeper, supervised by the Finance and Administrative Director, is responsible for overall bookkeeping for the Community Cycling Center. The Cycling Center has a unique mix of financial transactions including retail sales from our bike shop and general nonprofit accounting (including grants, donations, and government contracts.)

Successful candidates will have mastery of bookkeeping skills and use of QuickBooks. The Bookkeeper will be personable, collaborative, organized and solution-oriented.

How to Apply *
Please submit a cover letter and resume by email with “Bookkeeper” as the subject line to jobs@communitycyclingcenter.org. No phone calls, please.

As part of your cover letter, please define social equity in your own words and then provide an example of how you have fostered it within the workplace and/or community.

This position will remain open until filled. Applications will be reviewed on a rolling basis, beginning September 20th.