Customer Expert Tech – DACH

For more than 50 years, Cannondale has been a leading innovator in the cycling world.  As more riders of all ages and abilities get on the roads, trails, and streets than ever before, we're here to do the best work of our lives to push the greatest human-powered machine into the future each and every day. We're committed to building a diverse and inclusive workforce where every teammate can succeed as we inspire riders everywhere. Fueled by a free-thinking, always-game, got-your-back mentality, we ditched the rulebook and set forward on a path to make iconic bikes that simply work better. We look forward to the ride with you.

Come Ride With Us as our Customer Expert Tech at Cannondale's EU HQ in Woudenberg reporting into our After Sales Manager. As a Customer Expert Tech at Cannondale, your mission is to deliver exceptional warranty and technical support with a genuine commitment to the customer experience. Through collaboration and shared knowledge, you contribute to a culture where team members learn from one another and strategically push the boundaries of what great customer service can be. With empathy and a service-first mindset, you listen carefully and respond with expert knowledge to a wide range of inquiries from our dealers across the DACH market.

Note: This is not a remote position. This role is based in our Europe HQ in Woudenberg, Netherlands.

How You'll Make an Impact:

• Being a successful B2B Customer Expert means that you meet three KPls daily:
  • Reachability, prompt response time, quality of service
• Bring deep knowledge of bikes, gear, and the cycling world and a genuine passion for riding
• Focus on finding solutions, not just answers, to help riders get back on the bike
• Take initiative to identify and share process improvements across regions
• Contribute valuable feedback and data to support quality reporting and service insights
• Provide accurate, complete information using the right tools and systems
• Support customers through various channels — phone, email, and messaging
• Handle a high volume of technical service requests while maintaining a consistently high level of support

What You Bring to the Table:

• 2 years of experience in a service-oriented environment
• Native speaker of German and fluent in English (written and verbal)
• Technical knowledge of bicycles and cycling apparel & accessories
• A customer-centric mindset through excellent communication and interpersonal skills
• Proven problem-solving ability, with examples of practical application
• Familiarity with enterprise software; experience with SAP, CRM systems, or Zendesk is a plus
• Solid technical knowledge of bicycles and related products, or a strong willingness to learn

Some of our Great Benefits:  

• Hybrid work environment 
• Generous Paid Time Off  
• Great discounts on company products 
• Employee Wellness Program Pon Fit  
• A mix of casual yet professional culture 
• Discount additional health insurance package  
• Onsite gym (Almelo and Woudenberg) 
• Travel reimbursement  
• Collective Labour Agreement Metalektro 
• Pension plan 

This is a full-time role offering a comprehensive benefits package, with an expected annual salary ranging between €40,000 and €45,000. The exact compensation will be determined based on the candidate’s skills, experience, and qualifications.

Want a closer look into what it's like to Come Ride With Us? Explore more of Cannondale on Instagram and LinkedIn. 

About the organization 

As a proud member of the Pon Holdings family, Cannondale benefits from the strong foundation and extensive network of one of the Netherlands' largest family-owned businesses, as well as the largest bike portfolio in the world: Pon.Bike, including brands like Gazelle, Santa Cruz, Cervélo, Kalkhoff, Focus, Urban Arrow, Veloretti and Swapfiets. Being a part of Cannondale means being part of a dynamic and forward-thinking organization backed by the strength and stability of Pon Holdings. 

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Cannondale we value a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, regardless of your gender or race, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Our DEI Mission Statement: At Cannondale, we are on a mission to ensure all members of the cycling community feel that they belong. Our commitment to celebrating individuality and differences extends beyond our diverse line up of bikes to our workplace culture, where we recognize and embrace the strengths and viewpoints of each team member, regardless of their background or identity. We are thankful for the feedback and perspectives that challenge us to create more inclusivity in this space and hold us accountable to making meaningful progress.

WE ARE A CYCLE FRIENDLY EMPLOYER

The cycle-friendly employer certification scheme was developed to establish a European standard for cycle friendly companies. The certification is intended to help European companies to improve the situation for employees that cycle to work. As an acknowledgement for our effort we received the certificate “cycle-friendly employer”. 

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