Customer Service Representative Lead

Bike Division

Shimano North America Holding, Inc. is a global company offering the world’s sporting community top labels and brands, including Shimano, G. Loomis, Power Pro, and Lazer Sports.

We are seeking a Customer Service Lead to join our Irvine, CA team! At Shimano, we welcome your talent, innovation, and enthusiasm.

We offer an exceptional array of employee benefits and incentives and are proud to support our employees' health and happiness. We offer paid time off, medical, dental, vision, employer-matching 401k, wellness incentives, a fully equipped on-site gym, rideshare, and much more.

Job Summary:

The Customer Service Lead will assist with service level escalations, coach agents and oversee customer service operations in the absence of the Supervisor. The Customer Service Lead is responsible for providing digital support for consumer warranties, sales agency reps and Elite customers and will provide backup phone support when required. The Customer Service Lead is part of a North American team spread across three locations that provide expertise on Team SHIMANO products including SHIMANO, Lazer, PRO Bike gear and Bikefitting.com

Job Level:

Experienced

Essential Duties/Responsibilities:

• Handle service level escalations
• Coach agents
• Participate in the Technical Support Rep and Customer Service agent hiring process
• Train/onboard new Technical Support and Customer Service agents
• Prepare and maintain department SOPs
• Have a thorough understanding of call center operations and SOPs
• Provide customer service within a call center (inbound calls only)
• Provide customer service using digital methods (email, chat)
• Understand and be prepared to answer brand specific questions
• Utilize customer service best practices

Job Qualifications:

• Minimum 3 years customer service experience or equivalent
• Solid written and verbal skills
• Basic knowledge of Microsoft Office
• Strong multi-tasking skills
• Supervisory or Lead experience is a plus
• Call center experience is a plus
• Cycling background is a plus

Education:

• High School or GED diploma
• 2 or 4 year post-secondary degree

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Shimano North America reserves the right to modify and change responsibilities and duties herein without notice.

Shimano North America is an equal opportunity employer and will not discriminate against any employee or applicant based on age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status or any classification protected by federal, state, or local law.