Customer Service and Technical Support Representative

About White Industries

White Industries designs and manufactures precision bicycle components in Petaluma, California. We are a small, focused team committed to quality, serviceability, and long-term performance. Our work is hands-on, detail-oriented, and built around supporting riders and industry partners the right way.

Position Overview

We’re looking for a Customer Service & Technical Support Representative who thrives at the intersection of product knowledge, problem solving, and relationship building.

This role focuses primarily on:
Technical product support
Customer service and communication
Sales and dealer support
Warranty and returns management

If you enjoy helping people solve problems, understand how bike components work, and have a keen eye for sales opportunities and long-term relationships, this could be the right fit.

Key Responsibilities and Duties

Technical Support

Respond to customer and dealer inquiries via phone and email
Troubleshoot compatibility, installation, and service questions
Provide clear, accurate product guidance
Assist with documentation and FAQ updates

Customer Service

Manage order inquiries and follow-up communication
Process customer orders via email and over the phone
Process warranties and returns efficiently and professionally
Maintain accurate customer records
Answer phones for customer service related questions

Sales Support

Support dealer relationships and wholesale accounts
Assist with product recommendations
Identify opportunities to strengthen customer relationships

Occasional Support

Assist at trade shows and industry events.
Provide light administrative and office support as needed.

Qualifications

Strong knowledge of modern bicycle component standards (road, gravel, MTB)
Understanding of drivetrain compatibility (Shimano / SRAM systems for example)
Ability to read and interpret technical specifications
Familiarity with CRM systems and order management software(a plus)
Proficiency in Microsoft Office or Google Workspace
E-commerce platform familiarity (Shopify / WooCommerce a plus)

Skills

Clear, confident communicator
Calm, solution-oriented mindset
Detail-focused and organized
Able to manage multiple priorities
Proactive relationship builder
Professional, approachable demeanor
Self-motivated and collaborative

Environment

Mobility within an office environment for indefinite periods of time. There may be occasional overtime and weekend work. Involves sitting, standing, walking, reading, decision making, reaching above shoulder level, occasional lifting and carrying up to 30 pounds. This is an in-house position based in Petaluma, CA. Final compensation will reflect technical knowledge, customer service experience, and familiarity with the bicycle industry.

Why Join White Industries

Work with a respected, long-standing bicycle brand
Be part of a small, skilled team
Contribute to products built in-house

Pay: $58,000.00 - $72,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off

Work Location: In person