Regional Sales Support Specialist

Regional Sales Support Specialist

The Regional Sales Support Specialist serves as a primary connection point between ENVE, its riders, and its dealer network. This position provides premium consumer and dealer support related to product selection, sales, technical service, warranty administration, order management, fulfillment, and post-purchase needs. The role partners with Factory Representatives and cross-functional teams to support dealer relationships, territory objectives, customer satisfaction, and a consistent experience across ENVE's consumer and dealer channels.

The position reports directly to the Global Customer Experience Manager and maintains a functional relationship with the Global Technical Service Manager for technical service, warranty, claims administration, and related responsibilities. The Regional Sales Support Specialist executes established service processes, documentation requirements, and escalation protocols and coordinates complex technical questions, warranty exceptions, product concerns, and recurring service issues with the Global Technical Service Manager.

Essential Functions:

1. Provide Consumer and Dealer Support: Serve as a primary support contact for consumers and dealer accounts through Zendesk, telephone, email, and other approved communication channels. Manage inquiries involving product selection, technical support, warranty processing, order management, fulfillment, and post-purchase needs while delivering responsive, accurate, and professional service.
2. Support Dealer Relationships and Regional Sales: Partner with Factory Representatives and the Sales team to support dealer engagement, territory objectives, account follow-up, order-book management, product-availability communication, sales initiatives, and issue resolution. Build productive relationships with dealer accounts that contribute to account satisfaction, retention, and long-term growth.
3. Execute Technical Service Warranty and Claims Processes: Perform assigned technical-service, warranty, and claims-administration responsibilities in accordance with established policies, SOPs, workflows, documentation requirements, and service standards. Coordinate with the Global Technical Service Manager regarding complex technical inquiries, product concerns, warranty exceptions, claims issues, and other matters requiring escalation or policy interpretation.
4. Coordinate Cross Functional Operations and Maintain Records: Collaborate with Customer Experience, Sales, Technical Services, Operations, Fulfillment, Product, Marketing, and other departments to resolve consumer and dealer needs throughout the sales and service process. Maintain accurate and complete case, customer, warranty, order, and transaction documentation in Zendesk, SAP, warranty systems, and other designated platforms.
5. Support Continuous Improvement and Brand Engagement: Identify and communicate customer feedback, recurring service trends, product concerns, and opportunities to improve workflows, service quality, and operational efficiency. Support implementation of new processes, training, product launches, dealer education, customer activations, and other consumer- or dealer-facing events as requested.

Secondary Functions:

1. Assist with regional and national consumer- and dealer-facing events.
2. Provide cross-functional assistance to Sales, Marketing, Operations, Warranty, and other departments as needed.
3. Support internal documentation, reporting, training, and communication initiatives.
4. Maintain a safe, organized, and professional work environment.
5. Comply with all company policies, procedures, and operational standards.
6. Perform other duties as assigned.

Performance Measures:

• Achievement of individual and departmental goals and objectives.
• Consumer and dealer satisfaction metrics.
• Responsiveness and effectiveness across communication channels.
• Quality and accuracy of case management and operational support.
• Effectiveness of communication and collaboration across departments.
• Contribution to dealer retention and positive account relationships.
• Effective communication and ability to work with all departments.
• Compliance with Company policies (e.g., safety, quality, attendance, etc.) and operational procedures.

Supervisory Responsibility/Position Type/Expected Hours of Work:

This position does not have direct supervisory responsibilities. It reports directly to the Global Customer Experience Manager and maintains a functional relationship with the Global Technical Service Manager for technical service, warranty, claims-administration, and related activities. The functional relationship includes technical guidance, policy interpretation, training, escalation support, process compliance, and operational priorities; it does not change the position's direct reporting relationship.

This is a full-time position. Standard workdays are Monday through Friday, eight hours per day. Occasional evening or weekend work may be required based on business needs. The position is headquartered in Ogden, Utah, with remote-work flexibility as approved by ENVE. Periodic travel to ENVE headquarters, dealer locations, company meetings, and regional or national events may be required.

Education and Experience (R) = Required (P) = Preferred (Equivalent combinations will be considered):

(R) Bachelor's degree in business, sales, marketing, communications, or a related field, or an equivalent combination of education and relevant experience.

(R) 2+ years of experience in customer experience, dealer support, technical service, warranty administration, inside sales, account support, sales operations, or a related cycling-industry role.

(R) Working knowledge of cycling products, dealer channels, and cycling culture.

(R) Experience providing consumer- and dealer-facing support.

(R) Experience using CRM, ERP, ticketing, warranty, or other operational systems. Experience with Zendesk and SAP is strongly preferred.

(R) Proficiency with Microsoft Outlook, Excel, Word, and PowerPoint.

(P) Experience working in a bicycle retail, service, distributor, or cycling-brand environment.

(P) Experience supporting dealer accounts, territory sales teams, warranty operations, or account-management functions.

Skills (Language, Mathematical, Reasoning, Other):

• Excellent written, verbal, interpersonal, and relationship-management skills.
• Ability to provide professional and responsive support to consumers, dealers, Factory Representatives, and internal partners.
• Ability to explain product, technical, warranty, order, and service information clearly to individuals with different levels of technical knowledge.
• Strong organizational, time-management, documentation, and follow-through skills.
• Ability to manage multiple priorities, cases, and deadlines in a fast-paced service environment.
• Sound judgment and problem-solving skills, including the ability to identify when an issue requires escalation.
• Ability to interpret and consistently apply technical-service policies, warranty procedures, documentation requirements, and operational standards.
• Strong attention to detail and commitment to accurate, complete, and timely case documentation.
• Customer advocacy, conflict-resolution, and service-recovery skills.
• Commercial awareness and understanding of dealer relationships, sales support, and territory objectives.
• Ability to work effectively within a matrixed structure involving direct management and functional technical leadership.
• Ability to collaborate effectively across departments, regions, and levels of the organization.
• Ability to identify service trends, process gaps, recurring issues, and improvement opportunities.
• Ability to work independently and remain accountable in an onsite, remote, or hybrid environment.
• Adaptability and professionalism when managing changing priorities, complex issues, and sensitive customer situations.

Certificates, Licenses, and/or Registrations (R) = Required (P) = Preferred:

None.

Physical / Visual Requirements:

• Ability to perform work in ENVE's Ogden facility or an approved professional home-office environment.
• Ability to remain seated and work at a computer for extended periods.
• Ability to communicate effectively by telephone, video conference, email, and other digital platforms.
• Ability to frequently use a computer, keyboard, mouse, telephone, and related office equipment.
• Ability to occasionally stand, walk, bend, stoop, reach, push, pull, grasp, carry, and move throughout the work environment.
• Ability to occasionally lift and carry products, equipment, or promotional materials weighing up to 40 pounds, with assistance when appropriate.
• Ability to travel by automobile or air for dealer visits, events, meetings, and other business needs.
• Employees approved to work remotely must be able to travel to ENVE headquarters for meetings, training, and other business needs as required.

Additional Information:

The Regional Sales Support Specialist serves as an important connection among ENVE's riders, dealers, Sales team, Customer Experience team, and Technical Services function. Success requires balancing customer advocacy, dealer support, operational execution, and technical-service administration while consistently following ENVE's service standards, warranty processes, documentation requirements, and escalation protocols. The position is expected to demonstrate professionalism, accountability, responsiveness, sound judgment, and positive brand representation in every interaction.

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