DTC Customer Service Specialist

About Castelli Cycling

For the past 150 years, Castelli has been at the forefront of innovation in cycling apparel. From pioneering aerodynamic race clothing to developing industry-leading fabrics and performance technologies, Castelli has earned a reputation as one of the most respected brands in cycling. Trusted by professional athletes, elite teams, and passionate riders around the world, Castelli is driven by a relentless commitment to performance, quality, and innovation.

Position Summary

At Castelli, we aim to provide world-class customer service to build strong, long-lasting relationships with our customers. The Direct-to-Consumer Customer Service Specialist (DTC CSS) serves as the primary point of contact for our US DTC customers. This position involves assisting customers with inquiries about their orders, resolving issues, facilitating returns and exchanges, and answering questions about our products and the Castelli brand. This position is in-office in Carlsbad, CA.

Key Responsibilities

·      Respond to customer inquiries via email and phone promptly and accurately, ensuring a positive and enjoyable experience.

·      Allocate and process daily DTC orders.

·      Monitor, investigate, and report any potential fraud cases.

·      Assist the warehouse with order and inventory issues.

·      Process customer returns and warranty requests, including:

o   Processing returns as they are received (within 48 hours).

o   Sending warranty replacements for qualifying inquiries.

o   Building and shipping replacement orders.

·      Inform customers of any out-of-stock orders caused by inventory errors.

·      Collaborate and communicate with the DTC team on weekly and monthly progress.

·      Collaborate with the marketing team on seasonal promotions, understanding the timing and activations of the marketing calendar, and communicate relevant details to customers.

·      Work with the development team to monitor and identify any manufacturing issues.

·      Coordinate with UPS and FedEx to redirect missing, fraudulent, or incorrectly addressed orders.

·      Cross-train and assist the inline team in facilitating sales functions as needed.

Required Qualifications

·      2 years of custom service experience.

·      Experience in a customer service role for an e-commerce business, and familiarity with HubSpot and Business Central.

·      Ability to read and interpret questions through email. Ability to speak effectively on the phone with customers.

·      Excellent verbal and written communication skills

·      Ability to learn CRM and ERP systems.

·      Ability to solve practical problems and deal with a variety of customer, product, and order-related situations.

·      Knowledge of the cycling, sports, or outdoor industries

·      Microsoft, Outlook, Excel, Google Docs, HubSpot, Business Central

·      Practical time management skills, great overall organization, and attention to detail

·      Professionalism is shown to customers and colleagues through oral and written communication skills.

·      Work calmly in a fast-paced environment.

·      Execute effectively against deadlines.

·      A team player who is flexible and willing to assist in other areas as needed.

·      Occasional warehouse assistance during high-volume order periods.