Customer Service​/Warranty Manager

REPORTS TO: Director of Product Management – PGW

LOCATION: Hillsborough, NJ, United States

UPDATED: January 8, 2026

The Bicycle Customer Service & Warranty Manager is responsible for overseeing all customer support and warranty operations related to bicycles, components, and accessories for the Fuji, Tuesday, and SE brands. This role ensures timely, consistent, and policy-compliant resolution of customer and dealer warranty claims while maintaining high standards of service, regulatory compliance, and brand reputation. The position serves as a key liaison between customers, dealers, product managers, and manufacturing partners.

KEY RESPONSIBILITIES:

• Lead and manage day-to-day customer service operations related to product inquiries, technical issues, and warranty claims.
• Establish and maintain service standards, response time targets, and escalation protocols.
• Oversee communication with consumers and authorized dealers via email, phone, CRM systems, and dealer portals.
• Ensure consistent application of customer service policies aligned with brand values and legal requirements.

• Administer bicycle and component warranty programs in accordance with company policy, consumer protection laws, and industry standards.
• Review, approve, or deny warranty claims based on technical assessment, documentation, and usage history.
• Coordinate warranty replacements, repairs, credits, or refunds with logistics, inventory, and finance teams.
• Track warranty costs, failure rates, and claim trends to identify product or process improvements.

• Serve as subject-matter expert on bicycle frames, components, e-bike systems, and related accessories.
• Work closely with engineering, quality, and product management teams to relay field issues and recurring defects.
• Support root-cause analysis of warranty claims and assist with corrective action plans.
• Stay current on industry standards, safety regulations, and product recalls.

• Act as primary point of contact for dealer warranty issues and technical escalations.
• Train dealers and internal staff on warranty procedures, documentation requirements, and service best practices.
• Make balanced, judgment-based warranty decisions that protect both the dealer relationship and the brand’s long-term health.

• Develop and refine SOPs, workflows, and documentation to improve efficiency and consistency.
• Monitor KPIs such as claim resolution time, customer satisfaction, and warranty expense ratios.
• Implement CRM and warranty management system improvements.
• Foster a culture of accountability, consistency, and continuous improvement within customer service and warranty operations.

Required

• 3–5+ years of experience in customer service, warranty management, or technical support within the bicycle, powersports, or consumer durable goods industry.
• Strong technical knowledge of bicycles, components, and e-bike systems.
• Experience interpreting warranty policies and making judgment-based claim decisions.
• Excellent written and verbal communication skills.
• Proficiency with CRM systems, ERP platforms, and Microsoft Office or equivalent tools.

Preferred

• Experience working with international manufacturers and supply chains.
• Familiarity with U.S. consumer product safety regulations and recall procedures.
• Hands-on bicycle mechanic or technician background.
• Customer-focused decision making
• Technical problem solving
• Policy interpretation and compliance
• Process optimization
• Cross-functional collaboration
• Data analysis and reporting

• Office-based with regular interaction with warehouse and technical teams.
• Occasional travel to dealers, trade shows, or manufacturing partners may be required.
• May require hands-on inspection of bicycles and components.

Pacific Glory Worldwide LTD (PGW) is a dealer-focused organization committed to long-term partnerships, brand integrity, and doing business the right way. We believe customer service and warranty support are extensions of our brand promise, not just operational functions.

• Takes ownership and accountability for decisions
• Balances policy consistency with practical, dealer-friendly solutions
• Communicates clearly, respectfully, and transparently with internal teams and external partners
• Values collaboration over silos and continuous improvement over the status quo
• Understands that strong service relationships drive long-term brand trust and dealer success
• The Customer Service & Warranty Manager is expected to lead with professionalism, fairness, and sound judgment while supporting PGW’s commitment to specialty bicycle retailers.