Concept2, Inc.

Customer Support

• Serve as a core member of the Customer Service team supporting orders, product questions, and technical troubleshooting for RowErgs, SkiErgs, BikeErgs, StrengthErgs, composite racing oars, and spare parts
• Communicate with customers via phone, email, web, and occasionally in person
• Troubleshoot mechanical and electronic product issues using product knowledge, documentation, and diagnostic questioning
• Acquire and maintain deep knowledge of all Concept2 products, components, and common field issues
• Document customer interactions, technical issues, product feedback, and performance trends
• Identify and communicate recurring product issues or improvement opportunities to internal teams
• Maintain a high level of professionalism and customer care in all interactions

Customer Service Representative

• Respond to inquiries received from dealers and factory direct customers pertaining to the purchase of products, resolution of warranty issues, and shipment transit information
• Provide product information, pricing, available shipping options, and costs for same
• Scan potential customers against restricted and denied parties lists (Visual Compliance website)
• Contact freight forwarders to obtain freight quotes and transportation details
• Enter orders received from customers outside the USA or Canada (may or may not be dealers)
• Set up transit bookings and arrange for shipment of orders via steamship lines, freight forwarders, and couriers, including shipping via Containerized Ocean, LCL Ocean, Air Freight, and postal services
• Prepare necessary documentation for each shipment in accordance with U.S. Export Administration Regulations
• Assist colleagues with export-related questions and issues
• Learn about all Concept2 products as needed and ongoing

Customer Service Representative

International Customer Service Representative