Customer Support Administrator

Customer Support Administrator

THE COMPANY

Maeving is Britain's first electric motorcycle manufacturer, drawing on the rich heritage of British motorcycle design to re-define the future of urban travel. Its first model, the Maeving RM1, was launched in 2022 and quickly became the best-selling electric motorcycle in the UK, and the best-reviewed electric motorcycle on the market. The second, the RM1S, was given the industry award for 'Best Electric Motorcycle' ahead of the likes of BMW and Kawasaki who launched competitor products in the same year. And now the recent launch of the RM2 broadening the offering from Maeving.

Maeving's bikes are built in Coventry, the birthplace of the British motorcycle industry, and designed by a team responsible for some of the most revered motorcycles on the road today; led by Triumph's former Head of Product, Graeme Gilbert. Lightweight, simple, manoeuvrable, and powered by removable batteries that can be charged at a standard socket (bypassing the need for charging infrastructure), Maeving's motorcycles more enjoyable, cleaner, and more affordable than any other mode of transport. With them, and through a pioneering DTC model, Maeving is re-shaping the commuting landscape in the UK, and increasingly Europe and the U.S.

We are ambitious, fast-paced, and hard-working. We bring bikes to market in half the time it takes incumbent OEMs, and our intention is nothing less than to use our head start to become the leading global two-wheeled EV manufacturer. Everyone who embarks on this journey with us needs to embody this mindset.

ROLE OVERVIEW

The Customer Support Administrator plays a vital role in ensuring smooth operations within Maeving's customer journey, from the point of purchase through delivery and aftersales support. This role will involve coordinating schedules, managing customer communications, maintaining accurate records, and supporting the wider Delivery & Aftersales team to deliver the highest levels of customer satisfaction.

RESPONSIBILITIES

- Be the voice of the brand to customers for Maeving via all communication channels ensuring outstanding and professional service provided.

- Respond to customer accommodations and requests ensuring timely action and accurate communication to all stake holders within the business while managing customer expectations.

- Coordinate with internal and external members of the team to monitor live and planned deliveries, resolve issues in real time and escalate where required.

- Daily ownership and management of the processing of sales orders, service orders and all order records from all channels to ensure the quality delivery of Maeving's products and services in a timely and efficient manner.

- Maintain accurate and timely documentation of deliveries, service bookings, and customer interactions ensuring there is a record and action carried out to ensure every customer is treated as a VIP.

- Maintenance of the ERP records including daily postings and ensuring accurate documentation.

- Process and track product returns, replacements, and refunds in line with company policy.

- Ensuring daily processing of the Plug in Vehicle Grant submissions with accurate vehicle details.

- Daily registration of all new customer tracker device activations and support customers where needed utilising support from Tracking Providers.

- Maintain relationships with logistics partners, service contractors, and third-party providers to ensure SLA adherence.

- Regularly review order-to-delivery and aftersales workflows, recommending system or process changes to improve efficiency.

- Identify recurring customer issues and escalate to the parties in the business to drive resolution.

- Contribute to customer FAQs, service manuals, and troubleshooting guides to enhance self-service and reduce inbound queries.

- Any other tasks as required by the business.

PROFILE

Essential:

- Previous experience in a Customer Service or customer facing administrative role (experience in automotive, manufacturing, hospitality or logistics preferred but not required).

- Commuting distance from Coventry.

- Proficient in ERP or SAP, CRM (HubSpot, Zendesk or Salesforce) and Microsoft Office (Excel, Word, Outlook) and comfortable adapting new systems.

- People focused and confident communicator with strong written and verbal communication skills, ability to be the voice of the brand.

- Strong organisational skills with excellent attention to detail.

- Proactive, adaptable, and able to manage competing priorities in a fast-paced environment.

- Customer-focused mindset with a proactive and problem-solving approach.

Desirable:

Full, UK driving license

WHY MAEVING?

Every Team Member is a shareholder in our business. If Maeving succeeds we all succeed.

We are a tight knit, supportive, ambitious team, we have achieved something no other business has, and we want to achieve much more.

Every member of our team contributes to our success, you will be given the support, time, and space you need to make this role a critical part of Maeving's growth story.

In just over 4 years the business has evolved from 2 best friends working in a small flat living room to a 50+ person team of highly experienced professionals manufacturing Britain's best-selling electric motorcycles, operational in 4 markets. If you want to see what we can achieve in the next 3 years, and beyond, come and join us.

Charge on.

Industry

Motor Vehicle Manufacturing

Requirements

- Previous experience in a Customer Service or customer facing administrative role (experience in automotive, manufacturing, hospitality or logistics preferred but not required).

- Commuting distance from Coventry.

- Proficient in ERP or SAP, CRM (HubSpot, Zendesk or Salesforce) and Microsoft Office (Excel, Word, Outlook) and comfortable adapting new systems.

- People focused and confident communicator with strong written and verbal communication skills, ability to be the voice of the brand.

- Strong organisational skills with excellent attention to detail.

- Proactive, adaptable, and able to manage competing priorities in a fast-paced environment.

- Customer-focused mindset with a proactive and problem-solving approach.