Customer Service Representative UK

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 addition to cycling, UWI is at the forefront of materials science through Allite Inc. and its affiliated companies, which utilise its proprietary magnesium alloys across numerous industries.

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.

Essential Duties and Responsibilities include the following:

• 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.
• Monitor all platforms, specifically KPIs 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.
• Provide sales progress, sales metrics, data, and internal reporting for scheduled sales meetings when asked.

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 organisational and clear communication skills.
• 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.

Competencies:

• Customer Focus: Aims to satisfy all customers while maintaining effective relationships, both internal and external.
• Energy: Have a tremendous amount of energy and passion for our people, products, and brands.
• Energize: Energise teams with enthusiasm and excitement without intimidating them.
• Edge: Have a competitive edge and an overwhelming desire to win.
• Execution: Action and performance oriented and are focused on attaining results.
• Innovative / Continuous Improvement: Committed to improving processes, products, services, and a willingness to embrace change.
• Integrity: The quality of being honest and having strong moral principles.

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.