POSITION SUMMARY

As a Rider Care Specialist, you provide exceptional support to riders and retailers, managing inquiries, resolving complex issues, and ensuring a seamless customer experience. You develop in-depth product knowledge, assist with technical guidance, and strengthen rider-retailer relationships to foster brand loyalty. Working closely with warehouse staff and internal teams, you help maintain inventory accuracy and support sales efforts through expert advice. Utilising digital tools like Salesforce and Oracle, you ensure efficient service, while continuously expanding your expertise through ongoing training and development. 

KEY AREAS OF RESPONSIBILITY

Customer Support & Service 

Deliver Exceptional Support: Manage high volumes of rider and retailer inquiries via phone, Salesforce, Live Chat, and the B2B warranty portal, ensuring a high standard of service. 
Problem-Solve with Creativity: Resolve unique and complex issues with rider-focused solutions, working closely with retailers and internal teams. 
Product Expertise: Develop in-depth knowledge of Specialized products to provide informed recommendations and support customer purchasing decisions. 
Technical Assistance: Guide customers on sizing, measurements, and technical queries, fostering confident purchasing decisions. 

Retail & Brand Engagement 

Build Strong Relationships: Work closely with shop employees, including buyers, mechanics, and sales staff, to foster brand loyalty and support retailers. 
Enhance Rider-Retailer Connections: Strengthen the relationship between riders and their local retailers, ensuring a seamless customer journey. 
Sales & Marketplace Support: Assist retailers through inbound and outbound calls, providing expert product and category knowledge to drive conversions. 

Operations & Systems Management 

Ensure Platform Accuracy: Maintain and report inconsistencies on B2B and B2C platforms, ensuring accurate and relevant information for retailers and riders. 
Utilise Digital Tools: Leverage Oracle ESP, Salesforce CRM, and other digital systems to manage inquiries, sales support, and product returns. 
Warehouse & Inventory Coordination: Liaise with warehouse staff to resolve logistical issues and assist with service parts ordering. 
Continuous Learning & Development: Stay up to date with Specialized products, processes, and policies through ongoing internal and external training. 

SKILLS AND EXPERIENCE

• Bring in‑depth knowledge of e‑bikes and the Specialized Turbo range, allowing you to confidently answer customer questions from day one
• Self-motivated with a strong sense of urgency and willingness to learn on the go 

• PC proficiency in order entry systems, Microsoft Word and Excel 

• Highly developed interpersonal skills by all mediums, including written and phone  

• Ability to always maintain an upbeat and positive attitude 

• Ability to complete tasks accurately in a timely manner  

• Ability to work independently in a fast-paced, high-volume environment 

• Ability to work to multiple deadlines and prioritise accordingly 

• Ability to identify issues and alternatives, and recommend possible solutions 

• A passion to learn about and maintain an in-depth knowledge of Specialized products  

• Experience with Oracle or Salesforce an advantage  

Qualifications / Education 

• A bachelor’s degree or equivalent in Business or Marketing 

• At least two years’ experience in retail and/or customer service role