Customer Success Representative II

JOB OVERVIEW The B2B Dealer Experience Associate provides personalized support to specialty and locally owned dealer accounts. This role focuses on managing smaller volume sales orders, maintaining accurate inventory records, and building strong relationships with independent retailers and the Sales team. The Dealer Experience Specialist ensures timely order processing, clear communication, and a high level of service tailored to the unique needs of each dealer.

This position reports to the Manager, B2BDealer Experience and is based out of our Calgary office. As the B2B Dealer Experience Associate, you will have an opportunity to: Manage sales orders for specialty and locally owned dealer accounts. Provide personalized service and support tailored to individual dealer needs. Process manual orders including stocking, preseason, closeout, credits, and RA’s.

Maintain accurate inventory records and assist with inventory-related inquiries. Communicate proactively with dealers regarding order status, availability, and changes. Support B2B/EDI onboarding and troubleshooting for dealer accounts. Assist with reporting and documentation for dealer performance and order history. Collaborate with internal teams to resolve issues and ensure smooth operations.

You have: High school diploma or equivalent required; Associate degree preferred. 2+ years of experience in customer service or dealer support. Strong communication and relationship-building skills. Attention to detail and ability to manage multiple tasks. Proficiency in Microsoft Office Suite and SAP. Experience with Oracle, SAP, Salesforce systems is a plus.

Previous experience with Zen. Desk or similar CRM systems is a plus Experience within the MX, Bike and Action Sports Lifestyle Industry is a plus Physical Demands:

• Sitting long periods of time
• Significant manual dexterity for keying in data for long periods of time
• The ability to lift 25-30 pounds when supporting merchandising or promotional programs Expected Hours of Work:
• 40 hours per week
• Availability: 6:00am - 6:00pm depending on shift assignment, territory, and business needs Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice