Aftersales Support Executive in Poole

About Reid Bikes Established 15 years ago with our own retail stores in Australia, Reid Bikes has grown into a rapidly expanding global brand. Today, we sell into over 30 countries and partner with large-scale distributors in key markets around the world. We supply both our acclaimed Reid branded products and act as a trusted private label manufacturer. As our business continues its rapid growth and we look to further expand across international markets, we are seeking a dedicated After-Sales Support Executive to join our UK Head Office.

The Role Overview Based out of our Poole, UK headquarters, you will work under the Head of Aftersales, Quality and Compliance to serve as the primary point of contact for our distributors and private label partners, primarily focused on the UK, European, and North American markets. We are looking for a proactive, technically minded professional with experience in the UK bicycle industry. In this support role, you will champion our after-sales service, manage on-site stock and spare parts logistics, create vital technical resources for our clients, channel product feedback to ensure our bikes remain reliable, and provide secondary technical support for our marketing initiatives.

Key Areas of Focus

• Client Experience & Resolution: Driving industry-leading warranty management with fast turnaround times and proactive solutions for our global partners.
• Product Documentation & Client Support: Creating educational materials and providing direct technical support to ensure clients and end-users understand and can maintain their products.
• Inventory & Logistics: Ensuring seamless management and dispatch of UK head office stock, sample fleets, and critical spare parts.
• Marketing & Brand Support (Secondary): Acting as a technical authority to assist marketing efforts, ensure content accuracy, and support global trade shows.

Roles and Responsibilities

• After-Sales, Warranty, & Product Feedback: Act as the first point of contact for distributors and private label partners regarding any after-sales and warranty inquiries. Deliver highly efficient warranty management, prioritizing fast turnaround times and providing the quickest, most effective solutions for our clients. Proactively gather and analyze customer and warranty feedback to identify trends. Suggest continuous improvements to the product team, recommending component or specification updates and rolling changes to ensure our products remain as hassle-free and reliable as possible. Continually review internal systems and suggest process improvements to optimize the after-sales workflow.
• Technical Documentation & Client Support: Provide hands-on technical support, guidance, and troubleshooting to private label clients and distributors. Collaborate closely with the other members of the after-sales and compliance team to produce comprehensive technical documentation. Ensure all distributors, dealers, and end-users have the resources they need to fully understand, operate, and maintain their Reid products.
• Inventory & Supply Chain Operations: Manage and maintain stock within the Bournemouth head office, ensuring private label inventory, office stock, and sample fleet are kept in excellent condition. Handle the hands-on picking, packing, and dispatching of products and components to our UK private label partners. Oversee spare parts inventory management, including part number creation and accurate record-keeping. Liaise seamlessly with the supply chain and commercial teams to forecast and create spare parts orders, ensuring we—and our clients—are never out of stock.
• Sales and Marketing Support (Secondary): Assist the marketing team in creating technical content, including instructional videos and guides. Assist the sales team in maintaining the CRM database, carry out updates and maintenance to ensure our CRM remains a high-quality "source of truth." Review, confirm, and manage the technical accuracy of any content produced for our social media and marketing channels. Prepare and build bicycles for marketing photoshoots and promotional materials.

Key Requirements & Experience

• Industry Experience: Proven background (at least three years) within the bicycle industry, specifically in after-sales support, warranty management, or account management. PLEASE NOTE - Respectfully, we will not consider applicants without this experience. Please do not apply if you do not have this.
• Technical Expertise: Strong mechanical aptitude with a comprehensive understanding of bicycle mechanics, operations, and current componentry brands across the market.
• Communication & Collaboration: Ability to translate complex technical information into clear, accessible documentation and content for end-users, while also guiding marketing teams.
• Mindset: A proactive problem-solver who is always looking to provide top-tier service, streamline internal systems, and advocate for product improvements.
• Location: Must be local to the Bournemouth, Poole or Christchurch area and able to work on-site at our UK head office at least three days per week.
• Mobility: A full driving license is required to assist with sending parts, event logistics and trade show support.

Location: Poole, UK (UK Headquarters – On-site) Reporting to: Managed by and reporting into the Head of Aftersales, Quality and Compliance Package: Competitive remuneration and annual leave based on experience