IMBA seeks full-time Member Service Coordinator

For Immediate Release
02-28-06
Contact: Scott Gordon

303-545-9011

The International Mountain Bicycling Association (IMBA) seeks a motivated full-time Member Service Coordinator to efficiently provide top-rate customer service to IMBA's members.

Job Duties

• Data Processing
• Customer Service (phone and email)
• Product Fulfillment (shipping)
• Volunteer Coordination
• Identify and Implement process/technology improvements
• Mail retrieval and sorting
• Admin Support and special projects

Desired Qualifications

• Bachelors degree
• Customer centric outlook
• Hyper-organized with attention to detail
• Affinity for tasks and systems
• Fluent in Microsoft Office, Macintosh Platform, databases
• Well developed typing/data-entry skills
• Demonstrated ability to embrace technology and improve systems/processes
• Understanding of accounting fundamentals is helpful
• Ability to work as a team-player and autonomously
• Ideal candidate is an outdoor enthusiast with a passion for mountain biking

About IMBA

The International Mountain Bicycling Association is a non-profit association whose mission is to create, enhance, and preserve trail opportunities for mountain bikers worldwide. Since 1988, IMBA has been bringing out the best in mountain biking by encouraging low-impact riding, volunteer trail work participation, cooperation among different trail user groups, grassroots advocacy, and innovative trail management solutions.

Compensation

Salary in the low-mid $20Ks. IMBA offers medical and dental insurance, retirement plan, and generous vacation time. This position is based in Boulder, Colorado. IMBA's tight-knit staff values teamwork, health, mountain biking, and a high-energy office near trails.

To Apply

Please email engaging cover letter and resume to by March 21, 2006. Please include "Member Service Coordinator" and your name in the subject line. Applications accepted until position is filled. IMBA is an equal opportunity employer.

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Job Description

Overview

IMBA's full-time Membership Services Coordinator is a key link in connecting with our members and providing them with a high level of customer service. This position will respond to phone and email inquires regarding membership/product orders, and routinely perform all tasks of processing and fulfilling orders - more than 30,000 per year. This position also provides customer service internally to IMBA's development department by coordinating volunteers, and assisting with special projects.

Data entry, mail processing, and phone service are a substantial part of the job. This position will identify and implement process improvements to continually improve customer service, accuracy, and efficiency.

Duties [approx hours/week for routine duties]

Data Processing

• Retrieve mail 2-3 times per week, sorting once per week into batches ready for deposit [4]
• Enter mail-based orders into database [8]
• Convio Synch: run process on schedule, resolve collisions, resolve duplicates w/ shadow file [5]

Customer Service

• Answer incoming calls - 1st on phones
• Respond to email inquires: product orders, membership, benefits, general info [3]
• Create and maintain stock responses
• Address Changes, Remove requests
• Stay abreast of all membership levels, offers, and benefits

Coordinate Fulfillment [12]

• Twice weekly product fulfillment: Pull, Pack and Ship orders
• Weekly membership fulfillment mailing and present bulk mailing to USPS
• Manage fulfillment staff (including volunteers & vendors)
• Process bounce-back mail & product returns

Warehouse Coordination [3]

• Receive shipments
• Monitor shipping costs and postage accounts
• Maintain shipping supply inventory
• Track physical inventory of product and fulfillment materials
• Control shrinkage
• Keep shipping and warehouse area organized and clean
• Manage IT for shipping systems

Volunteer Coordination [3]

• Develop and maintain IMBA's volunteer program
• Recruit, select, train, supervise, and motivate volunteers
• Match volunteers with projects