Warranty Support - Sydney
We’re on a mission to help people discover and enjoy the awesome sport of cycling. Our aim at Bicycles Online is to be Australia’s #1 Online Bicycle Retailer and provide our customers with excellent service and support on our products.
We love to break through old norms, to get bikes and products to our customers quickly and to have a laugh through the good and challenging times. We also have heart and want to improve the environment that we all love to enjoy.
While Australian founded in 2011, we’re global in our approach and presence and have fostered a culture where everyone can make a difference as we work together to make great things happen. We have a genuine focus on nurturing our team with perks like flexible work arrangements, generous staff discounts, a commitment to ongoing learning and internal career progression across our international footprint.
Bicycles Online are looking for an amazing Warranty Supervisor to join our team. While we have over 100 staff located across Australia, Asia, United States and Europe. This full-time role is based in our brand new refurbished office in Frenchs Forest, Sydney. Remote options are not available for this role as products are physically returned and need to be assessed. Our team here works from Monday to Friday so that we can ride bikes on the weekend!
What you’ll do
The Warranty Supervisor is a vital part of the Warranty Department, responsible for identifying technical problems, analysing warranty claims, issuing reports, handling customer complaints and giving direction to Warranty Agents who work remotely for us. Duties may include:
Actively managing the day to day inbound warranty claims for Australian brands
Supervising the Warranty team, providing technical advice as required on products and procedural advice on warranty claims and strategies
Making informed decisions about the best way to process a returned bike, product or accessory, calculating costs including admin, freight, labour and parts
Providing ongoing training for the Warranty team on products and parts, writing scripts and steps, filming videos, coaching on communication styles and customer experience
Working closely with the Warranty Manager and Bicycles Parts Supervisor to provide support where needed
Actively responding to customer emails, aiming to deliver an outstanding customer experience
Providing support on internal channels to enable our Customer Service teams to meet customer requirements
Managing the Entity E-Bike operations, including testing batteries and running reports regarding the progress of the function
Managing returns which have come back from our customers to be sent off for warranty
Maintaining regular communication with the Polygon and Marin warranty teams to enhance relationships and improve services.
Assisting with the new processes and tasks for After Sales support for Bicycles Online customers
What you’ll bring to the team
To be eligible for this role we require full working rights in Australia. No formal education is mandatory for the job, but the following experience is a big advantage:
A good understanding of technical bicycle knowledge
Previous bicycle industry experience is essential
Sound computer literacy, as 90% of the role is conducted online
Proven ability to assess bikes to determine problems, solutions and the economic viability of repair or resale
What's great about working here
Generous bonus program
Flexible working arrangements
Generous discounts on bike products and accessories
The opportunity for career progression with a fast growing international company
A fast-paced environment where no day is the same
A strong team mentality, where the whole is stronger than the individual
Good toast, ordinary coffee and a dog friendly office
What we believe in
Creating a friendly working environment - you should enjoy where you work!
Customer experience is everything
Keep learning and growing
Developing, maintaining and improving processes
How to apply?
If this sounds like you, there’s no better time to join a team already full of awesome humans. Please include a cover letter outlining your interest in Bicycles Online and a resume with your application. Confidential enquiries can be emailed to firstname.lastname@example.org
We appreciate how much effort is required to properly apply for a role. We commit to responding to all applicants with relevant skills and experience, but unfortunately will not be responding to candidates who do not meet the following criteria:
Permanent working rights in Australia; and
Extensive knowledge of bicycles and the industry.
Thanks also to the agencies for your interest in this role, but we are confident that we've got the process and candidates covered.