Warranty Representative

The Warranty Representative manages end-to-end warranty claims, providing high-touch technical customer service and warranty evaluations to support our riders, retailers, and key partners. You will be responsible for evaluating product issues, processing claims in our CRM and ERP systems, facilitating replacement orders, and resolving inquiries with empathy and technical expertise.

How You'll Make an Impact:

Answer all incoming phone calls and emails for warranty questions. Determine issues and assist with warranty requests. Collaborates with the Warranty Lead as an escalation point.

Review warranty requests in CRM and respond accordingly

Issue customers return authorization numbers for warranty requests and document any notes in ERP

Research stock and provide options for warranty replacement parts then confirm and ship to customer or retailer

Provide technical assistance to our retailers and consumers by answering questions regarding any bike issues, set-up, reactions of bikes in specific terrain, and diagnosing issues.

Enter and manage soft goods and small parts orders in the ERP for Cannondale Retailer Employee program

Check stock and provide ETA for customers as well as follow up communication after parts have been shipped

Create new customer profiles in ERP system for new warranty replacements

What You Bring to the Table:

2+ years in a customer service role where you are speaking with multiple customers a day

Strong mountain bike mechanic knowledge, knowledge of Cannondale line is a plus

Excellent communication both verbally and in professional written form

Ability to respond to requests quickly, urgency of all tasks is critical to the job and our service level

Ability to work well under pressure

Ability to organize information and provide clear communication to co-workers

Strong skills in Microsoft Office, Hubspot (or similar CRM software), Smartsheets (or similar project management software) and Gmail/Google Calendar

Tech and research savvy.

Must have good interpersonal skills, able to deal politely and effectively with customer inquiries or complaints

Positive attitude, personable and goal oriented outlook

Compensation: This compensation package will be dependent on experience, qualifications, industry experience and the interview with a potential range of up to $24 - $32/hour