Bike Warranty Specialist

At Backcountry, our mission is to connect people to their passions.

The Bike Warranty Specialist is responsible for assessing and coordinating warranty claims between customers and vendors for bikes and bike parts.

Responsibilities:

• Respond to all emails within 24 hours on business days
• Manage incoming warranty bike channel emails
• Handle warranty claims from internal and external customers
• Gather and document case information including issue type, purchase date, warranty status, and vendor details
• Prioritize and resolve open warranty claims
• Set up warranty SKUs, receive SKUs, and create orders for customers
• Process bike-specific returns using Interchange
• Locate and ship missing or damaged parts on new bike orders
• Ship defective products to vendors for credit or replacement parts
• Add warranty and replacement items to inventory as needed
• Accurately identify, count, and sort packages and inventory
• Communicate with customers throughout the warranty process
• Utilize Microsoft 365 tools including Outlook, Forms, and Excel
• Create, compile, and maintain reports for accounting
• Reconcile data between Excel and Interchange reports
• Maintain a clean work area
• Assist in training as needed
• Work autonomously managing open warranty cases

Requirements:

• High School Diploma or Equivalent
• Excellent working knowledge of current Bike Products and parts
• Knowledge of Microsoft 365 including Outlook, Excel, and Forms
• Basic familiarity with AI tools such as Claude

Physical Demands & Working Environment:

[No information provided]