Customer Service Representative UK

United Wheels Inc.; Ampthill; On-site; GBP 24,000 - 30,000; Full time

Job summary

A leading company in the bicycle and e-bike industry is seeking a Customer Service Representative. The role focuses on providing exceptional support to Ecommerce customers, ensuring a seamless experience from order to delivery. The successful candidate will collaborate with teams across the UK, Europe, and the US, handling various communication channels and supporting sales goals through effective KPI monitoring.

Qualifications

• 2-4 years of experience in customer service and ecommerce.
• Friendly and courteous approach with excellent communication skills.

Responsibilities

• Serve as the customer service contact for Ecommerce retailers.
• Manage the end-to-end consumer journey from order entry to delivery.

Skills

Customer Service

Ecommerce

Communication

Organizational Skills

Education

Relevant Work Experience

Tools

Microsoft Office

J.D. Edwards

Payment Gateways

Job description

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Overview Of The Company

United Wheels Inc. (“UWI”) is an international, privately held business, with affiliated companies and operations in Asia, the Americas and around the world. UWI is a world leader in the design, manufacture and international distribution of bicycles, e-bikes, and rideable toys, manufacturing more than 6 million bicycles and e-Bikes each year. In additional to cycling, UWI is at the forefront of materials science though Allite Inc. and its affiliated companies, which utilizes its proprietary magnesium alloys across numerous industries (e.g., sporting goods, robotics, electronics, aerospace, etc.).

Overview Of The Company

United Wheels Inc. (“UWI”) is an international, privately held business, with affiliated companies and operations in Asia, the Americas and around the world. UWI is a world leader in the design, manufacture and international distribution of bicycles, e-bikes, and rideable toys, manufacturing more than 6 million bicycles and e-Bikes each year. In additional to cycling, UWI is at the forefront of materials science though Allite Inc. and its affiliated companies, which utilizes its proprietary magnesium alloys across numerous industries (e.g., sporting goods, robotics, electronics, aerospace, etc.).

UWI owns and operates several bicycle-related subsidiaries. These subsidiaries include:

• Huffy Corp. (https://www.huffybikes.com/), the iconic bicycling company based in Dayton, Ohio, with more than 125+ years of bicycling history.
• Buzz Bicycles (https//.buzzbicycles.com)
• Batch Outdoors Inc. (https://www.batchbicycles.com/)
• Niner Brands International Inc. (https://ninerbikes.com/)
• VAAST Bicycles, (a division of Allite Inc.) (https://www.vaastbikes.com/)
  
  
  

Summary

The successful candidate will be responsible for providing support to 2 key business areas, with a specific focus on Ecommerce customers. Accountable for the end-to-end consumer and retailer journey, from order entry through to delivery and aftersales support, via various communication channels. The role supports the sales team in achieving sales goals through KPI monitoring, reporting & best in class service. Providing excellent customer support to our Ecommerce retailers and consumers, ensuring that doing business with United Wheels (UWI) is simple and hassle-free. The role works alongside our UK, European, and US teams on the HUFFY & Licensed brands.

Essential Duties and Responsibilitiesinclude the following. Other duties may be assigned.

• Be the customer service contact for Ecommerce retailers via all available communication channels.
• Develop an understanding of the entire Ecommerce ordering process, including order entry, warehouse communication, tracking of orders, and managing inventory to ensure fulfilment of obligations. This can be portal, API or EDI connections
• Monitor all platforms, specifically KPI’s adhering to marketplace deadlines & proactively manage data flow & pre empt issues.
• Coordinate all activities associated with Ecommerce from automation of order entry, tracking flow. processing and shipping of orders.
• Build strong internal relationships with 3pls’ & colleagues alike
• Confidence to escalate up the chain.
• Provide when asked sales progress, sales metrics, data, and internal reporting for scheduled sales meetings.
  
  
  

Supervisory Responsibilities

This job has no supervisory responsibilities.

Education And/or Experience

• A strong passion for ecommerce and Customer Service.
• Two to four years of professional and relevant work experience.
• A friendly and courteous customer service approach with excellent organizational and clear communication skills.
• Language skills beneficial.
• Confident in a fast-paced environment that requires problem-solving, leading the team, and a forward-thinking approach.
• Knowledge of working with Ecommerce retailers & Digital Marketplaces
• Proficiency in Microsoft Office with strong Word, Excel, and PowerPoint skills required. J.D. Edwards and payments gateways such as paypal / stripe
• Office-based from our office in Ampthill, Bedfordshire, UK.
  
  
  

Competencies

• Customer Focus - Aims to satisfy all customers while maintaining effective relationships, both internal and external. Maximizes those relationships to improve personal, department, and organizational performance. Holds co-workers and customers to a similar standard.
• Energy - Have a tremendous amount of energy and passion for our people, products, and brands. Approaches each date willing to take on the day’s challenges. Operating at their individual peak performance without encouragement.
• Energize - Energize teams with enthusiasm and excitement without intimidating them. Projects a positive mental attitude and can-do spirit, who lifts up members of his / her team. Does not get discouraged by setbacks.
• Edge - Have a competitive edge and an overwhelming desire to win. Hates losing and will give 100% commitment to achieving or exceeding their plan. Willing to make difficult decisions, when called upon.
• Execution - Action and performance oriented and are focused on attaining results. A team player who is reliable and follows through on tasks to completion. Attention to details.
• Increases Company Value - Strives to increase sales, reduce costs, improve efficiency, and maximize profits to increase the value of the Company.
• Innovative / Continuous Improvement - Committed to improving processes, products, services, and a willingness to embrace change for the benefit of our team, department, organization, and shareholders.
• Integrity - The quality of being honest and having strong moral principles; moral uprightness. Elevating challenges in order to collaborate with co-workers, SLT, ELT, and the Board.
  
  
  

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

Mathematical Skills

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills

Microsoft Office

Certificates, Licenses, Registrations

None required

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is frequently required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts and fumes or airborne particles. The noise level in the work environment is usually moderate.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Consumer Goods

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