eCommerce Customer Service Rep UK

United Wheels Inc.; Ampthill; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading bicycle manufacturer based in Ampthill is looking for an Ecommerce Sales Support Specialist. The successful candidate will manage customer service for ecommerce channels, ensuring smooth order processes and excellent support for retailers and consumers. This role offers an exciting opportunity to work in a fast-paced environment and collaborate with teams across Europe and the US.

Qualifications

• Strong passion for ecommerce and Customer Service.
• Confident in a fast-paced environment with problem-solving skills.
• Language skills beneficial; clear communication required.

Responsibilities

• Serve as the customer service contact for Ecommerce retailers.
• Monitor KPI's and manage data flow for order processes.
• Assist with onboarding new customers and updating channel listings.

Skills

Customer service approach

Organizational skills

Communication skills

Ecommerce knowledge

Proficiency in Microsoft Office

Education

2-4 years relevant work experience

Tools

Microsoft Office

J.D. Edwards

PayPal / Stripe

Job description

Overview

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.

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 (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 sales channels and 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. Ensuring our ecommerce and DTC channels order flow and processing operate effectively and efficiently aligning to our customer and channel expectations and KPIs. 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 all brands.

Essential Duties And Responsibilities

• 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.
• Assist the Ecommerce department with onboarding of new customers or channels, including account creation, data and content handling.
• Aid with ecommerce channel listings, new line creation, monitoring and updates where required.
• Monitor online reviews, reporting and highlighting key updates when required. Respond to and escalate critical reviews when appropriate.
• Provide support for channel and marketplace tickets with vendors for key issues, updates and fixes when required.
• Use third party channel management systems to effectively manage products, listings, sales and inventory.

Supervisory Responsibilities

None at this time.

Education And 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, write, and communicate clearly in English.
• Strong written communication skills for emails, reports, and professional correspondence.
• Additional European language skills are considered beneficial.

Mathematical Skills

• Ability to analyze sales data, KPIs, and financial reports.
• Competence in basic math for order tracking, inventory management, and reconciliation.
• Comfortable using Excel formulas and functions for reporting and analysis.

Reasoning Ability

• Strong problem-solving skills with the ability to identify issues before they escalate.
• Capable of applying logic and sound judgment to manage order flows, customer inquiries, and operational challenges.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Forward-thinking approach to improving processes and efficiency.

Computer Skills

• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Experience with ERP systems (preferably J.D. Edwards).
• Familiarity with payment platforms (PayPal, Stripe).
• Knowledge of Ecommerce platforms, APIs, EDI connections, and channel management systems.
• Comfortable learning and adapting to new digital tools.

Certificates, Licenses, Registrations

None Required.