July 21, 2023

Custom Account Manager

Job Purpose

The mission of our Custom Account 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 Custom Account Manager will work closely with the sales team to process orders and payments, create microstores for group orders, and submit orders to production. They will also ensure all customers receive email or phone communications regarding order status and product questions, address customer feedback, and provide creative solutions for issues and questions as needed.

Selling Points

  • Energetic, growing company with a variety of disciplines
  • Opportunity for creativity within the role
  • Collaborative, supportive work environment
  • Opportunities for travel
  • Thriving small southeastern city convenient to Atlanta, Charlotte, mountains, and beach
  • Newly renovated office less than one mile from downtown Greenville and the Swamp Rabbit Trail

Job Expectations

  • Maintain customer database to ensure records are up-to-date and accurate
  • Process customer orders and submit purchase orders to production quickly, efficiently, and accurately within several different ordering platforms
  • Read and manipulate spreadsheets to manage data for order reports, production reports, and shipping reports
  • Obtain solid knowledge about the products and ordering platforms to be able to assist with customer questions in a timely manner and provide helpful and accurate information
  • Collaborate with the sales team to support their efforts and assist in creating team stores, manage paperwork, and handle customer communications
  • Provide customer touchpoints throughout the order and production process to ensure customers stay well-informed about their order
  • Offer creative solutions to customers to specifically address their needs
  • Assist walk-in customers with retail sales in our retail store
  • Attend events several times per year, both in town and around the country, to assist in 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 have a passion for riding and our mission, get in touch. We look forward to talking with you.

Custom Account Manager Job Application