Sales and Service Operations

About QBP

Quality Bicycle Products is in the business of bikes! From creating a portfolio of our own award-winning brands to distributing the top names and best products in the industry, we're doing our part to further bike-kind. With distribution centers in Minnesota, Pennsylvania, Nevada, Colorado, and Taiwan, QBP serves a network of more than 5,000 independent retailers and 450+ suppliers world-wide. We strive to be an extraordinary business to partner with and to work for and have made good on that goal for over 35 years. As a values-driven company, making the world a better place has always been at the heart of everything QBP does. We believe that our actions as individuals and as a company can make a difference, so we work every day to improve the sustainability and health of our industry and our communities.

We understand that it is our employees that make us successful and we do our best to make QBP a fun and rewarding workplace. Our community is passionate about pushing creative boundaries, sparking innovation in the industry, living healthy lifestyles, and having fun. We have a welcoming environment that welcomes employees from all backgrounds and allows individuals to be themselves. QBP provides a lot of great perks for employees, including product discounts, commuting incentives, fitness and wellness programs, flexible schedules, weekly massages, and the ability to bring your dog to work.

What you will be accountable for:

The Sales and Service Operations (SSO) Team works with our entire Sales Team (Domestic, International and National Sales) as well as our Customer Service Department to keep things running smoothly so our customer's experience is seamless, and our sales department can focus on selling. This is accomplished both by fixing things that come up daily as well as determining the root cause of a problem and working to resolve for the future. SSO team members are system, process and operational experts. They often work with departments across the entire company to help resolve issues and streamline processes. Our goal is to ensure we have a consistent baseline customer experience for all customers whether distribution or brand partners, as well as help to implement solutions to treat different customers differently.

Support Customer Service and Sales Department by
• Fixing complicated order and system problems - working to find root cause
• Building & processing customer orders
• Resolve shipping and logistics issues
• Communicate system changes, updates and operational best practices

Support Domestics Sales Team by
• Building program forms, assisting in allocation of product, managing day-to-day program operations and requests
• Managing Dealer's Choice Program logistics and exceptions
• Updating discounts and dealer locator for brand retailers

Support International Sales Team by
• Facilitating international shipping requests, understanding Incoterms, Pro-forma creation, product restrictions by country
• Assisting prospective new International Customers throughout application and onboarding process
• Building International program forms, assisting in allocation of product, managing day-to-day program operations and requests
• Handling daily International order fulfillment and operational processes and issues

Support National Sales Team by
• Assisting in forecasting of pre-book product, building program forms, assisting in allocation of product, managing day-to-day program operations and requests
• Processing special order requests, and large product purchases
• Understanding unique business needs of each National Account to better assist in multitude of operational requests

Support all day-to-day functions of SSO Team
• Shipping, DC Operations, and Order fulfillment issue resolution
• Retailer Service and Incentive operations i.e., Retail Fulfillment Services, Rebate, Shipping Incentives
• Internal and External Customer Data updates
• Online Channel Integrity monitoring

The Sales and Service Operations Team reports to the Sales Operations Manager. The Sales Operations Team is split into two workgroups; Program Sales Operations and Sales Support. This person will report to the Sales Program Operations Supervisor. Sales Operations Team members work closely with Account Managers, Regional Sales Managers, Outsides Sales Representatives, the National Sales Team as well as the International Sales Teams.

Other tasks and responsibilities as assigned

What you need to succeed:
• Excellent relationship building skills supplemented by self-awareness and continuous self-improvement.
• Work effectively under pressure
• Strong organization and attention to detail
• Willingness to take initiative and work effectively without close supervision, while maintaining team mentality
• Adaptable and flexible
• Problem solver
• Ability to communicate effectively verbally and in written format to people with English as an additional language

Other qualifications preferred but not required

Familiarity with QBP core systems: SAP, QBP.com, CRM, preferred
• Microsoft Excel Intermediate level or better
• Spanish or French language proficiency

Other related criteria-

o Potential Domestic Travel
• Ability to travel domestically. Must possess a valid US driver's license and fulfill the requirements of being a QBP Approved Driver.

o Physical Requirements
• Ability to perform work on a computer extensively
• Ability to perform work on a phone and computer extensively.

Modeling QBP Core Values:
• Act with integrity
• Be a true partner
• Create something special
• Deliver greatness
• Keep the customer first

All candidates are subject to a pre-employment criminal background check and a drug screen. Some applicants may be subject to a credit check as well.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)