Warranty Representative

About the Role: 

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

Want a closer look into what it's like to Come Ride With Us? Explore more of Cannondale onInstagramandLinkedIn.

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About the organization

As a proud member of the Pon Holdings family, Cannondale benefits from the strong foundation and extensive network of one of the Netherlands' largest family-owned businesses, as well as the largest bike portfolio in the world: Pon.Bike, including brands like Santa Cruz, Cervélo, Kalkhoff, Focus, Urban Arrow, Veloretti, Gazelle, and Swapfiets. Being a part of Cannondale means being part of a dynamic and forward-thinking organization backed by the strength and stability of Pon Holdings. 

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Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Cannondale we value a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, regardless of your gender or race, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

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Our DEI Mission Statement: At Cannondale, we are on a mission to inspire cycling for all. Whoever you were, are, or will be, you can find yourself here. Our diverse line-up of bikes reflects diverse voices, diverse communities, and diverse aspirations. We know the only way to foster that diversity is to foster inclusion in our perspectives. We are committed to not only seeking unique voices, but also cultivating, embracing, and channeling those of every member of the Cannondale community. We understand that doing so makes both our company and our products better. It’s why we want you to Come Ride With Us – because bikes belong to us all.

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We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, religion, national origin, ancestry, alienage or citizenship status, age, sex, sexual orientation, gender, gender identity, gender expression, marital status, disability, military service and veteran status, pregnancy, childbirth, and related medical conditions, or any other characteristic protected by applicable federal, state or local laws. For additional information, please click here. We will endeavor to make a reasonable accommodation for the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to apply for a role with or participate in the hiring process with the Company, please let us know. 

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