Job Summary

At Harley-Davidson we deliver world class Customer Experiences through our enthusiastic and professional employees. The Lifestyles Customer Service Lead works as an integral part of the Customer Support Center (CSC). This position will work closely with the H-D Collections leadership team by providing product feedback, Voice of Customer and mentoring others on the H-D Collections apparel lines.

In this role, the employee will use excellent judgment in matters of significance related to the Customer Experience within the Collections team. This role will also will provide primary customer support of the pre and/or post online sales process through direct interaction with customers via phone, email, and live chat to resolve issues, facilitate order placement and/or answer customer questions. As part of their work, this position will have decision making authority for the return of high-value products associated with the Collections brand. This position will also be empowered to make Customer Service Goodwill decisions with minimal oversight/supervision. As a member of the eCommerce Customer Care leadership team, this role will mentor and train other employees on the Collections products.

This position involves responding to a variety of challenging inquiries, making decisions, sometimes without established resolution methods and working with multiple areas including Harley-Davidson’s Apparel & Licensing organization to assure resolution of issues and inquiries.

This position will work varying shifts to support the business operations. This position is responsible for understanding, troubleshooting, resolving, and providing clear and complete documentation of customer problems and requests, as well as meeting pre-established metrics in a fast paced, Customer-led team structure.

Job Responsibilities

• Receive and respond to direct inquiries related to the H-D Collections online store, Harley-Davidson's products and services, accurately and in a timely manner.
• Maintain a thorough understanding of H-D Collections customer service guidelines.
• Support the H-D Collections business strategy and execute the H-D Customer Collections Customer Care strategy.
• Build connections with Customers to deliver to deliver a personalized shopping experience in every interaction
• Support the sales goals of the H-D Collections program through the processing of customer orders,
• Up-selling and cross-selling of H-D Collections products.
• Develop in-depth knowledge of H-D Collections product lines and services to answer customer product questions and provide customer product recommendations
• Demonstrate effective customer service skills including but not limited to active listening, problem solving, decision making, ability to manage difficult situations, negotiation, willingness to learn, ability to build rapport with customers, dealers and coworkers and adaptability.

• Provide personalized support that creates loyalty to Harley-Davidson and the H-D Collections product lines
• Participate in a self-directed work team and hold self and team members accountable to team determined guidelines, rules, and policies in a constructive manner
• Interact professionally with a variety of stake holders via various communication mediums (written and/or verbal) to promptly and accurately gather data to resolve problems and identify and communicate trends
• Continually meet or exceed minimum pre-established metrics for customer service quality as monitored on a weekly, monthly, and yearly basis

Education Specifications

Bachelor's Degree Required

• Preferably a background in Business or Apparel Design

Experience Requirements

High-Speed Internet is required for this position.