Warranty Supervisor, Frenchs Forest, Australia

3 weeks ago

Frenchs Forest, Australia Bikes Online Full time

**About us**

We’re on a mission to help people discover and enjoy the awesome sport of cycling. Our aim at Bikes Online is to be Australia’s #1 Online Bicycle Retailer and provide our customers with excellent service and support on our products.

Bikes Online are looking for a **Warranty Supervisor** to join our team. 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.

While we have over 80 staff located across Australia, Asia, United States and Europe. This full-time role is based in our 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
- Assist the Warranty Manager in identifying causation and suggesting potential solutions
- Collaborate closely with our workshop team to analyze the returns of warranty products
- Providing support on internal channels to enable our Customer Service teams to meet customer requirements
- Managing returns which have come back from our customers to be sent off for warranty
- Liaise with local suppliers and bicycle assembly factories regarding warranty products and feasible solutions
- 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 you'll get**
- 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
- Taking responsibility
- Customer experience is everything
- Keep learning and growing
- Developing, maintaining and improving processes

**How to apply**
- Permanent working rights in Australia;
- A good understanding of technical bicycle knowledge; and
- Previous bicycle industry experience.

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