Customer Service Coordinator

at  United Wheels Inc

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 from our offices in s’Heerenberg. Netherlands, 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 develop and own 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 EU. The role works alongside our UK, European and US teams on the HUFFY and Licensed brands.

SKILLS & EXPERIENCE REQUIRED

• A strong mechanical knowledge with 1 – 2 years in a similar industry with in-depth product knowledge.
• Excellent Customer Service skills and excellent Communication skills (verbal and written)
• Language skills required are English, German, and French.
• 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.

• Provide timely and professional responses to all Customer enquiries.
• Answer phone calls from Consumers and Retailers in a friendly and professional manner.
• Prepare quotes for replacement parts and enter orders into our IT system as required.
• Manage the returns inventory working with our third-party logistics partner. Ensuring all products are graded and resold where possible or used for spares and repairs.
• Work closely with the Product team, providing data and feedback where required.
• Work closely with our USA Aftersales & Compliance team.
• 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 multiple 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 Support Team with order entry and service enquires.
• Support the Marketing Team at UK and European Events when required.
• Want to be an Ambassador for our brands. Want to set the gold standard in Customer Service.