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Parts – eCommerce Product Support

BW Retail Solutions

Chesterfield, MI | Full Time

$36k-45k (estimate)

4 Months Ago

Customer Service Representative

BW Retail Solutions

Chesterfield, MI | Full Time

$33k-42k (estimate)

1 Month Ago

Parts – eCommerce Product Support

BW Retail Solutions Chesterfield, MI

$36k-45k (estimate)

Full Time | Retail 4 Months Ago

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BW Retail Solutions is Hiring a Remote Parts – eCommerce Product Support

Parts – Product Support E-Commerce - 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.

Click here to learn more about us! https://youtu.be/pPr97U-5_no

Why You'll Love Working Here

Long-term opportunity in a growing, family-oriented company, and paths for advancement as skills grow.
Excellent pay and world-class benefits.
Regular performance reviews and feedback with leadership that wants to help you progress in your career.
Work in a friendly and relaxed environment that promotes continuous learning and development.
100% Employer Paid Medical Insurance, Dental, Short-Term Disability, and Life Insurance.
Additional Voluntary Benefits Offered: Vision, Long-Term Disability and Additional Life Insurance.
401(k) with 100% Employer match up to 3% employee contribution 50% Employer match up to an additional 2% of employee contribution.
Tuition Reimbursement Program, Employee Referral Program, Employee Discounts, Employee Assistance Programs.
Employer Provided Asset Health Wellness Program activities offered to earn HSA Contributions & prizes.
Competitive paid time off package offered, in addition to 6 annual paid holidays.
Employee events hosted throughout the year - from lunches to team-building events to golf outings to the annual company holiday party.

As the Parts – E-Commerce Product Support Representative, you’ll work directly with our Contact Center Leadership team to ensure our customers receive in-depth and accurate product support within the powersports and lawn/garden industry, through a variety of channels and marketplaces. You will utilize email, chat and phones to offer product and part details, validation of product fitment, warranty validations 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.

Essential Duties and Responsibilities:

Communicate with customers to provide product support and resolve issues for their powersports and lawn/garden parts and products questions.
Utilize various contact channels, including but not limited to email, website live chat, and phone to communicate with customers.
Plan and coordinate the analysis of common 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.
Post and maintain product training content available on any of the external sites and internal training content for customer service representatives.
Maintain knowledge of new and existing parts and 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.
Uphold personal key performance indicators, such as First Response Time, Average Handle time, and Quality driven metrics, to satisfy business service level agreements with our customers.

Qualifications and Competencies:

Minimum one year of experience working in a Product Support role or equivalent experience working in a customer service role in the outdoor powersports/power equipment industry is required.
High school diploma, GED, or suitable equivalent.
Ability to multitask between different systems.
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 understanding of priority and time management.
Ability to manage the hybrid model and the impact it 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:

Parts – E-Commerce Product Support Representatives’ typical 40-hour work week requires availability to work an 8–9-hour shift 5 days per week, Sunday through Saturday, scheduled between the hours of 7am - 8pm. Weekend availability is a must to allow us to deliver excellent service to our customers in a timely manner. Weekend shifts include two days off during the week.

Training requirements - this is a hybrid position that requires in-office training to be completed Monday through Friday, from 9am - 6pm. Upon satisfactory completion of training and being approved to work remotely:

The typical PSR Hybrid work schedule above will allow working up to two days per week remotely and 3 days per week in office, based on performance.
A secure work environment, free from distractions, that includes access to high-speed internet is required to work remotely.

Pay Range: $17 to $19/hourly depending on experience.

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.