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 ac
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 gained in a truly global operating environment.
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 email your CV and Cover Letter to: Careers@rapha.cc

Job Title *
Human Resources Supervisor

Company/Organization *
Chris King Precision Components

Job Description *
Chris King Precision Components, manufacturer of precision bicycle components, is seeking qualified applicants for a Human Resources Supervisor position. The HR Supervisor is responsible for overseeing a two person HR department for a manufacturing company with over 100 employees. The position entails administering company programs and policies, staffing and recruiting, benefits, 401K plan, employee relations, health and safety programs and compensation.

ESSENTIAL DUTIES & RESPONSIBILITIES:
• Maintains a pulse on employee relations and makes recommendations to management
• Coaches supervisors and managers on employee relations questions and leadership practices
• Reviews and upholds company policies and procedures through collaboration with management, executives and general counsel
• Works with management and HR Assistant to ensure staffing needs are met through recruiting efforts; creates job descriptions and recruits directly for upper level positions
• Conducts new employee orientation and safety training; maintains employee record-keeping
• Renews benefits selections annually and manages enrollment for medical, dental, life and disability.
• Works closely with 401K TPA, Financial Advisor and Accounting department to administer and ensure retirement plan compliance
• Responsible for employee relations including, but not limited to employee appreciation events, company parties and employee career-pathing
• Serves as safety committee chair; responsible for leading safety committee meetings, ensuring follow-up on action items are resolved and facilitating workmans compensation claims
• Addresses a wide range of employee questions and concerns, facilitates conflict mediation and conducts investigations when necessary

EDUCATION/EXPERIENCE REQUIRED:
• A bachelors degree in Human Resources or a related field
• 3-5 years of relevant experience in HR, staffing and supervision
• PHR Certification preferred

SKILLS, KNOWLEDGE, AND LICENSE OR CERTIFICATE REQUIRED:
• Ability to lead and direct the work of others
• Must have intermediate to advance computer skills
• Demonstrates advanced decision-making skills
• Sensitivity to confidential and personal information
• High level of customer service towards internal customers using excellent communication and interpersonal skills
• Strong organizational and multi-tasking abilities

SCHEDULE
Full-time, Monday-Friday

BENEFITS
• 100 hours of Paid Time Off during your first year of employment
• 8 paid holidays per year
• Company sponsored health insurance, vision, short term disability, long term disability & life insurance
• Voluntary dental insurance
• Section 125-plan participation eligibility
• 401(k) plan with match
• Onsite employee café serving breakfast and lunch daily at cost pricing
• Commuter Café Credits for using alternative transportation
• Employee Purchase Program for internal CKPC and outdoor/cycling industry products
• Bi-annual Bike Commute Challenges to earn up to 40 additional hours of paid time-off per year

How to Apply *

Applicants can apply by sending a cover letter and resume in the body of an email to human.resources@chrisking.com.