CUSTOMER EXPERIENCE MANAGER

HINCAPIE CAREERS

Cycling is our life. It’s all that we know, and it’s all that we are. Which is why we’ve made it our business in every sense of the word. We design and manufacture premium cycling apparel. We create and run upscale cycling events. We have a restaurant and hotel that hosts visiting cyclists from all over the world. We manage a spring series of races. We operate and outfit a professional racing team. Cycling is embedded in everything we do, and every day we work even harder to improve the sport, to make it more accessible to others, and to build a strong community for future cyclists.

Job Purpose
The mission of our customer experience manager role is to guide each customer through the order process ensuring that each customer’s interaction with Hincapie—from the product, to the process and overall experience—is seamless, pleasant, and within brand standards. The customer experience manager will work closely with the sales team to ensure all customers receive communications via email and/or phone regarding order status and product questions, as well as addressing customer feedback and providing creative solutions for issues and questions as needed.

Selling Points

  • Energetic, growing company with a variety of disciplines
  • Opportunity for creativity within job role
  • Collaborative, supportive work environment
  • Opportunities for travel
  • Thriving small southeastern city convenient to Atlanta, Charlotte, mountains, and beach

Job Expectations

  • Maintain customer database to ensure records are up-to-date and accurate
  • Provide customer touchpoints throughout the order and production process to ensure customer stays well-informed about their order
  • Obtain solid knowledge about the products and ordering platforms to be able to assist with customer questions, via phone and email, in a timely manner and provide helpful and accurate information
  • Collaborate with sales team to process customer orders quickly, efficiently, and accurately
  • Offer creative solutions to customers to specifically address their needs
  • Assist walk-in customers with sales in our retail store
  • Attend events several times per year, both in town and around the country, to assist with retail sales on site

Key Job Competencies

  • Minimum 3 years of customer service experience
  • Keen interest in the sport of cycling
  • Ability to connect with people and make great first impressions
  • Able to quickly learn product updates across a wide product line and educate customers about changes
  • Listens to understand customer’s responses and underlying implied questions
  • Able to internalize constant product changes and communicate these with customers
  • Results-oriented achiever that constantly finds ways around barriers to success
  • Identify threats and opportunities through comprehensive analysis and understanding of big picture
  • Act as a trend-setter and constantly benchmark best practices
  • Cope effectively with complexity and change
  • Reliable, loyal team player that goes above and beyond what is asked
  • Ambitious with a desire to grow in responsibility and authority

Let's get the wheels rolling.

If you are passionate about cycling and our mission, we invite you to apply for the Customer Experience Manager position below.

Application - Customer Experience Manager

  • Company A

  • Company B

  • Company C

  • Date Format: MM slash DD slash YYYY
  • Education

  • Personal

  • By typing my name below, I certify that answers given in this form are true, accurate and complete to the best of my knowledge. I authorize investigation into all statements I have made on this form as may be necessary for reaching an employment decision. I understand that I may be asked to arrange reference calls with supervisors I’ve previously worked for.
  • Thank you for submitting your application for the position of Hincapie Sportswear Sales Representative! You should expect to hear back from us within 2-3 business days. For any questions or concerns, please email jobs@hincapiesports.com.