cannondale · Santa Cruz, CA
For more than 50 years, Cannondale has been a leading innovator in the cycling world. As more riders of all ages and abilities get on the roads, trails, and streets than ever before, we're here to do the best work of our lives to push the greatest human-powered machine into the future each and every day. We're committed to building a diverse and inclusive workforce where every teammate can succeed as we inspire riders everywhere. Fueled by a free-thinking, always-game, got-your-back mentality, we ditched the rulebook and set forward on a path to make iconic bikes that simply work better. We look forward to the ride with you. 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+…
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