Job Description

Customer Service & Sales Experience Representative

Department:

Customer Service & Sale

Location:

1255 12th St, Kamloops BC

Reports To:

Customer Service Manager / Sales Lead

Position Overview

We Are One Composites is looking for a

Customer Service & Sales Experience Representative

who is passionate about

building relationships, providing expert guidance, and creating a seamless customer journey from inquiry to purchase and beyond.

This role is a blend of

customer service, technical support, and sales

, ensuring that customers not only receive

exceptional service and product support

but are also guided effectively through their

buying journey

. The ideal candidate will be skilled in

consultative selling

, helping customers choose the right products, handling inquiries, processing orders, and ensuring a smooth post-purchase experience.

Beyond answering customer questions, this role will play a

key part in improving the customer experience

, advocating for customer needs internally, and contributing to the company's

growth through sales and engagement strategies.

Key Responsibilities

1. Customer Engagement & Sales Guidance

Guide customers through their buying journey

, providing expert advice on product selection and ensuring they find the best fit for their needs. Act as a

trusted advisor

, educating customers on the technical aspects of carbon wheels, components, and other cycling gear.

Engage in proactive selling

, following up with potential customers, addressing concerns, and closing sales opportunities. Use a

consultative sales approach

, ensuring customers feel supported rather than pressured. Assist with

upselling and cross-selling

, identifying opportunities for customers to enhance their setup with complementary products.

2. Customer Support & Problem-Solving

Be the

first point of contact

for customers via phone, email, and chat, providing timely and professional responses. Handle

technical inquiries, warranty questions, and product troubleshooting

, offering clear and practical solutions.

Manage returns, exchanges, and warranty claims

, ensuring a smooth process and reinforcing customer confidence in our brand. Resolve

challenging situations with professionalism and empathy

, turning potential frustrations into positive experiences.

3. Order Processing & Logistics Coordination

Process and track customer orders

, ensuring accuracy and timely fulfillment. Work closely with

warehouse, production, and logistics teams

to monitor order statuses and resolve any shipping or fulfillment issues.

Coordinate with inventory control

to provide customers with up-to-date stock availability.

4. Customer Experience & Brand Advocacy

Build long-term relationships, following up with customers post-purchase to ensure satisfaction and encourage repeat business. Act as the

voice of the customer

, relaying feedback to internal teams to improve products and services. Participate in creating

customer resources such as FAQs, troubleshooting guides, and product education materials

. Assist in developing

canned responses

that maintain a personal, bike shop-style tone while ensuring consistency across the customer experience.

5. Continuous Improvement & Sales Growth

Collaborate with the marketing and sales teams to

identify trends, customer pain points, and sales opportunities

. Provide insights on

customer buying behavior

, helping to refine sales strategies and promotions. Help refine the

customer experience process

, ensuring each interaction reflects the quality, craftsmanship, and ethos of We Are One Composites.

QualificationsEducation & Experience

2+ years in customer service, sales, or technical support

, preferably in the cycling, outdoor, or manufacturing industries. Experience with

CRM systems, order management software, and e-commerce platforms

is a plus. A background in

cycling components, technical products, or performance gear

is highly desirable.

Skills & Competencies1. Sales & Customer Engagement

Strong ability to

guide customers through a consultative sales process

without being overly pushy. Ability to

identify customer needs and recommend the best product solutions

. Comfort in handling

both inbound sales inquiries and proactive follow-ups

. Confidently handle phone calls and reaching out to clients directly

2. Communication & Relationship Building

Exceptional verbal and written communication skills

, with a friendly and engaging tone. Proven ability to

build rapport with customers

, turning inquiries into long-term relationships.

3. Problem-Solving & Conflict Resolution

Ability to think quickly and

find solutions to customer challenges

. Strong

conflict resolution skills

, ensuring all customer concerns are handled with professionalism.

4. Organization & Multi-Tasking

Ability to

manage multiple customer inquiries, orders, and support tickets

without missing details. Strong attention to detail to ensure

accuracy in order processing and customer communications

.

5. Technical & Product Knowledge

Passion for cycling, with a willingness to

learn and educate customers on high-performance products

. Willingness to continue to learn and educate yourself on trends and product. Ability to

explain technical aspects

of carbon rims, wheels, and related components to riders of all experience levels.

What does success in this role look like?

1)

Sales conversions & revenue contributions

from customer interactions.

2)

Customer satisfaction & retention rates

.

3)

Response time & resolution speed

for inquiries and support tickets.

4)

Accuracy of order processing & fulfillment

.

5)

Effectiveness in guiding customers through the buying journey

.

What We Offer

Competitive salary + potential for performance-based incentives

.

Opportunities for career growth

in a fast-growing, rider-driven company. A

collaborative, passionate team

that values quality craftsmanship and customer relationships. The chance to work with a

dedicated community of cyclists and outdoor enthusiasts

.

References Required

Candidates must provide:

Character Reference

- A past manager or mentor who can speak to your professionalism and reliability.

Competency Reference

- A colleague, teammate, or client who can validate your ability to sell, support, and engage customers.

Each reference should include:

Name, Job Title, Company Contact Information (email and phone) Relationship to the candidate

Join Our Team!

If you're passionate about

bikes, customer relationships, and sales

and love helping riders find the perfect setup,

we want to hear from you!

Apply today

Job Type: Full-time

Pay: $22.00-$28.00 per hour

Expected hours: 40 per week

Benefits:

Dental care Extended health care On-site parking Vision care
Schedule:

Monday to Friday
Work Location: In person

Application deadline: 2025-03-04
Expected start date: 2025-03-10