Location: Petaluma, CA (On-Site)
Company: White Industries
Employment Type: Full-Time
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
- Make a meaningful impact on customer experience
Salary Range( based on experience): $58,000 – $72,000
To apply: Please email cover letter and resume to info@whiteind.com