Home > Industry

Shimano Canada hiring customer services representative

Shimano logo
February 4, 2015
Share on SMS

Shimano Canada, based in Peterborough, Ont., is hiring a customer services representative.

This position is focused on supporting the growth of Shimano Canada by delivering outstanding sales and service support to the company’s authorized dealers and outside representatives. This position requires excellent communication and organizational skills and the ability to work with the customer service supervisor to strategize, plan and implement monthly and seasonal plans.

The associate in this position will be a proactive, self-motivated, problem-solver who is willing to go the extra mile to ensure Shimano Canada is meeting wholesale domestic goals and that its retailers are receiving best in class customer service.

Essential Duties and Responsibilities

  • Answers direct to retailer calls including:
    • Identifying retailer’s customer needs and recommending appropriate bicycle component, apparel and footwear solutions
    • Placement of orders
    • Warranty policy
    • In-season programs
    • Retailer Incentives
    • Account status
    • Order status
    • Technical and compatibility questions about Shimano products.
    • Back order management
    • Product availability information
    • Return questions
  • Responds to retailer e-mails/faxes for the same issues as above
  • Demonstrates outstanding product knowledge
  • Shows a strong sensitivity for retailer issues and the ability to ask questions to clarify and resolve problems to the satisfaction of the retailer
  • Acts as a conduit to resolving dealer issues; interfaces regularly with inside sales, credit, shipping, warranty and operations.
  • Responsible for processing and management of all orders generated during sales calls.

Services Retailer Warranty & Return Issues

  • Ensures all retailer returns (warranty and return to stock) are processed in a timely manner
  • Makes retailer repair, replacement or credit decisions in accordance with company’s policy
  • Responds to and resolves any customer warranty issues with the greatest concern for maintaining a “customer for life.”
  • Communicates recurring product quality issues to product development team for further action

Generation of In Season Order Replenishment

  • Supports and meets company monthly and seasonal at once sales goals
  • Maintains company expectations of outbound calls to authorized retailers; implement sales process that includes identifying needs and recommending solutions
  • Enhance sales by cross selling/up selling products when particular items are unavailable

Support Sales Team

  • Assist the entire sales team, inside and outside, with order entry when needed.
  • Maintains customer records in CRM by updating account information for assigned territory.
  • Assist with retailer/rep mailings and reporting as needed.
  • Promotes, educates and monitors all on-line orders that are placed on www.connect.shimano.com
  • Perform miscellaneous projects as requested.

Leadership

The associate in this position will be a proactive, self-motivated, problem-solver who is willing to go the extra mile to ensure we are meeting our wholesale domestic goals and all our retailers are receiving outstanding customer service.

Qualifications

  • Fluently bilingual (English/French)
  • 2- 3 years experience in customer service, retail experience or inside/outside sales.
  • A strong technical sense and ability to diagnose technical issues with Shimano bicycle components.
  • Knowledge of technical apparel (Cycling/Running).
  • Strong presentation, negotiation and problem solving abilities.
  • Must have a strong customer focus and an ability to establish and develop strong relationships with retailers.
  • Proficient in Microsoft Office applications and windows environment.
  • Knowledge of JD Edwards software a benefit
  • A leader as well as a team player
  • Must be self-motivated, entrepreneurial and be able to work with little supervision

If you are interested in this opportunity and feel you meet the qualifications Shimano Canada requires, please submit your resume in a .pdf or Word format by following the link: http://www.shimano.com/content/Corporate/english/index/jobs/NorthAmerica/careers-website-canada.html

Please make reference in the subject header of the email “Customer Services Representative.”