Customer Service Specialist

COMPANY INFORMATION

We’re a Global Company of outdoor brands including Huffy, Niner Bikes, Batch Bicycles, VAAST Bikes, and Buzz E-Bikes. We supply 5 million+ bicycles annually to thousands of Retail locations and Customers in more than 50 countries. We are known in the industry for durability, innovation, comfort, and style - for every member of the family.

We’re looking for a Rider Service Specialist to join our team based at our offices in Ampthill, Bedfordshire.

You will be responsible for providing Aftersales Support and Advice to our Riders, Consumers, and Retailers.

You will be comfortable dealing with all incoming and outgoing correspondence including telephone and social media queries. You will also contribute to the development & maturity of our Returns and Warranty process.

You will be hands-on and eager to get involved from the start. This is a fantastic opportunity for someone to get involved and help build a fantastic Aftersales and Rider Support Customer Service offering in the UK.

The role works alongside our UK, European and US teams on the HUFFY and Licensed brands.

JOB DESCRIPTION / KEY RESPONSIBILITIES

• Provide timely and professional responses to all Customer enquiries across multiple channels.
• Answer phone calls from Consumers and Retailers in a friendly and professional manner.
• Utilize problem-solving techniques and product training to assist callers with assembly, adjustments, repair, and inquiries.
• Prepare quotes for replacement parts and enter orders into our ERP system as required.
• Work closely with the warehouse team, taking pride & responsibility for our aftersales service.
• Work closely with the product team, providing data and feedback where required.
• Work closely with our USA Aftersales & Compliance team, ensuring that communication is transparent.
• Manage all Customer and Consumer warranty part orders that fall within existing warranty policies.
• Manage all Customer enquiries through the Sales Force system, in line with KPI’s.
• Process online orders and transactions using PayPal or other third-party acquirers.
• Assist customers with product assembly, adjustments, repair and all other general bike related enquiries.
• Assist E-Commerce and Operations team with order entry, internal logistics needs & service enquires.
• Support the Marketing Team at UK and European Events when required.
• Wants to be an ambassador for our brands. And to set the gold standard in Customer Service.

SKILLS & EXPERIENCE REQUIRED

• A strong mechanical knowledge with 2-3 years’ experience in a similar industry, in-depth bike product knowledge.
• Excellent Customer Service skills and excellent Communication skills (verbal and written)
• Ability to work in a fast-paced, high-pressure environment.
• Work effectively in multiple and complex systems with a strong attention to detail and organization
• A passion for our product and a willingness to learn new skills
• Highly proficient in Microsoft Excel and Office, Salesforce and ERP are preferred but not essential
• Ability to work independently and with minimum supervision.

OUR OFFER

• Competitive salary, 25 Days Annual Leave
• Permanent – full time
• Annual Bonus, Pension
• Staff purchase scheme
• Hybrid working options

To protect yourself and others, please be aware of the following:

1. Official Communication Channels: United Wheels only conducts hiring through official channels, such as our company website, LinkedIn, and approved recruitment platforms. Any communication outside these channels should be regarded as suspicious. We use "@unitedwheels.com" email addresses; any other email address handle is an indicator of bad actor activity.

2. No Financial Requests: United Wheels will never ask for payments, bank details, or any financial commitments during the hiring process. If you or anyone you know receives such a request, please disregard it and report it immediately.

3. Reporting Suspicious Activity: If you come across any suspicious job postings, emails, or messages regarding potential United Wheels hiring practices, please notify the HR department immediately.