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POSITION: E-Commerce Customer Service Representative

REPORTS TO: Consumer Experience & E-Comm Manager

Job Summary: 

The E-Commerce Customer Service Representative is responsible for all aspects of the sales and customer service of Giant’s WebLink (e-commerce) online sales portal.  Responsibilities include processing orders, returns, and payment refunds.  In addition, the E-Commerce Customer Service Rep will be an active Live Chat agent and manage all e-commerce related consumer inquiries.

Additional responsibilities include assisting with the e-commerce sales functions, various administrative duties, and providing feedback on POS process improvements. Assist the Consumer Support Specialist to provide excellent consumer experiences through our online community channels.

Essential Duties and Responsibilities:

  • Responsible for the  processing e-commerce sales
  • Assist consumers with returns, refunds, and other order related inquiries
  • Manage consumer accounts to ensure proper credits have been applied
  • Process consumer replacement orders for quality assurance issues
  • Establish best practices to reduce incidences of fraud.
  • Assist retailers with online order inquiries
  • Assist with managing Customer Data Platform
  • Engaged as a Live Chat Agent 40-60% of work hours
  • Assist consumer’s with product inquiries via phone, chat, and email
  • Respond to product reviews
  • Establish best practices to reduce incidences of fraud.

Qualifications:

  • B.A./B.S. or equivalent work experience
  • 3+ years of direct selling experience (inside and outside sales preferred).
  • High level of organizational skills, integrity, honesty and strong work ethic.
  • Customer Service experience
  • Excellent computer skills in MS Windows-based applications.
  • Be results oriented always in everything you do – all of our actions should support an immediate and profitable result.
  • Must be able to handle at once multiple projects successfully.
  • High level of self-motivation, self-discipline, and dedication to the job. Can work independently.
  • Good innovative and cost-effective (efficient) problem-solving skills.
  • Good written and oral communication skills.
  • Flexible and willing to adapt and accept change.
  • Full time, Non-exempt position and based out headquarters in Newbury Park, CA

E-COMMERCE CUSTOMER SERVICE REPRESENTATIVE (Newbury Park, CA) / Non-exempt/hourly - starts @ minimum $18 hr. based on qualifications, energy and experience

Giant Bicycle, Inc. follows Federal, State, and local guidelines to provide a safe and healthy work environment— including safety protocols to fight the COVID-19 pandemic.  All employees at Giant are required to provide proof of COVID-19 vaccination.  Requests for exceptions to Giant’s vaccination policy are reviewed for sincerely held religious beliefs or medical/disability reasons.

Qualified candidates, please send your cover letter with a resume to hr@giantbicycle.com