Job description
Product Support Representative - Chesterfield, MI
About Us:
BW Retail Solutions is a leading omnichannel ecommerce retailer of replacement parts for powersports vehicles and outdoor power equipment. With over one million direct to consumer orders shipped annually, BW Retail Solutions has quickly become one of the largest and most disruptive forces in our industry. Founded in 2017, BW Retail Solutions is a joint venture between two long standing, multi-generational, family owned, Michigan companies. We believe that to be successful, it’s important that we all grow and learn together every day. Our portfolio includes end-to-end marketing, retail, and fulfillment of popular OEM products and accessories on the most well-known marketplaces and on our online retail stores www.fixmytoys.com and www.mowthelawn.com. We feature brands such as Polaris, Cub Cadet, Can-Am, Honda, Husqvarna, Arctic Cat, and many others. We also support our wholly owned, digitally native vertical brands 8TEN Parts, NICHE Industries, and SureFit.
Headquartered in Chesterfield, MI with additional distribution centers near Atlanta, Georgia and Ontario, Canada, our quickly growing team now includes over 170 awesome and dedicated individuals. We are a growth focused organization that believes in constantly investing and reinvesting in the business, starting with the people.
Headquartered in Chesterfield, MI with additional distribution centers near Atlanta, Georgia and Ontario, Canada, our quickly growing team now includes over 170 awesome and dedicated individuals. We are a growth focused organization that believes in constantly investing and reinvesting in the business, starting with the people.
Click here to learn more about us - https://youtu.be/pPr97U-5_no
Why You'll Love Working Here
You will be a part of an industry-leading company where you will continuously be surrounded by a team of positive, energetic leaders that care about their staff and want to see you succeed. Our competitive benefits package and culture at BW Retail are just a few of the many things that set us apart.
- 100% Employer Paid Premiums for Medical Health Insurance, Dental, Short Term Disability and Life Insurance
- Additional Voluntary Benefits Offered: Vision, Long-Term Disability and Additional Life Insurance
- 401(k) plan, plus company matching contribution
- Paid time off package offered, in addition to six annual paid holidays
- Tuition reimbursement program
- Employee events hosted throughout the year - from lunches to team-building events to golf outings to the annual company holiday party
- Employer Provided Asset Health Wellness Program activities offered to earn HSA Contributions & prizes
As a Product Support Representative, you’ll work directly with our Customer Service Manager to ensure our customers receive in-depth and accurate product support, through a variety of channels and marketplaces. You will utilize email, chat and phones to offer product details, validation of product fitment, warranty and a variety of other tech-forward support. Through this role, you have an opportunity to expand your knowledge through a variety of certifications and workshops.
What You'll Be Doing
- Communicate with customers to answer questions about our products and resolve issues utilizing various contact channels, including but not limited to email, website live chat, and phone
- Plan and coordinate the analysis of customer product support related issues with the Customer Service Manager to recommend solutions or improve efficiency
- Act as the subject matter expert to assist internal customer service representatives with product support related questions
- Responsible for training content available on any of the external sites and internal training content for customer service representatives
- Maintain knowledge of products, warranties, and services offered by all company brands and websites
- Monitor incoming customer reviews on company websites to identify future internal training needs
- Coordinate and support roll-out of new product support related internal procedures and training customer service representatives
What We'll Need From You
- Minimum one year experience working in a Product Support role and/or equivalent experience working in a customer service role in the outdoor powersports/power equipment industry
- High school diploma, GED, or suitable equivalent
- Ability to multitask between different systems
- Must have basic computer skills.
- General understanding of Google Workspace, including Gmail, Google Sheets and Google Sites
- Ability to handle multiple contact channels, including telephone, chat and emails
- Strong analytical skills to solve complex business problems
- Exceptional written and verbal communication skills
- Get-it-done attitude and approach
- Thinks independently with a strong understand of priority and time management
- Ability to manage the hybrid model and the impact is has on day-to-day operations, including the ability to facilitate in-person and virtual meetings successfully
- Ability to read schematics and/or technical drawings
- Knowledge of Warehouse Management Software (WMS) software is a plus!
Work Schedule & Environment
- Schedule can/may vary, including mornings, evenings and weekends
- Position is eligible for hybrid schedule after satisfactory completion of training and minimum of three months working from the Chesterfield office
- A secure home office work environment, free from distractions, that includes access to high speed internet is required
For more information about BW Retail Solutions:
FOX 2 Detroit News Segment: https://www.youtube.com/watch?v=jupNmKcgPrk
Company website: www.bwretail.com
An individual will be expected to successfully perform the essential functions of this position with or without a reasonable accommodation.
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