Customer Service Representative- REP UK

About REP:

REP designs world-class, innovative gym equipment that is sold around the world, and we are now expanding into apparel, supplements, athletes, and events. REP was established in 2012 by two brothers who shared a deep passion for fitness. From our humble beginnings of selling bumper plates out of a small garage, REP has experienced remarkable growth, now occupying over 300,000+ square feet of office and distribution space in the USA and internationally. With a dedicated team of over 200+ fitness enthusiasts, our vision is to be the #1 Strength Brand in the World. Our commitment to innovation, customer service, and value sets us apart.

We believe in building a culture centered around fitness, so we specialize in outfitting home gyms, commercial gyms, and strength and conditioning facilities. Our dedication to excellence has been recognized multiple times when we were featured in the Inc. 5000 fastest growing private companies in 2018 and 2021 and then voted the best home strength product launch in 2022 by Garage Gym Experiment. Our team works out together, and we regularly invite fitness superstars to join us. We organize fun challenges to test our limits - and the limits of our equipment.

At REP, we continue to grow and bring new opportunities for those who want to be a part of a winning team. We firmly believe that being surrounded by like-minded individuals fuels creative energy and fosters a fun and collaborative work environment.

Our Core Values:

• Think Like a Customer - We empathize with our customers; understand the 'why' behind every decision we make
• Progress not Perfection - We don't let perfect get in the way of good; we are better today than we were yesterday
• Positive Attitude - Be a glass half-full kind of person and remember to have fun
• Teamwork without Ego - We put the team above ourselves; we only win together
• Take Initiative - We drive momentum; if there is an opportunity to make us better, we want to hear it

About this role:

We're looking for a Customer Service Representative to join our support team at REP Fitness. Reporting to the UK Customer Service Director, you'll play a pivotal role in supporting the Customer Service Desk for REP Fitness UK. You'll be the frontline ambassador for our brand, providing exceptional service to our customers through phone, chat, and email. You'll be responsible for fielding a broad range of product questions, troubleshooting issues, and ensuring that our customers have a positive, seamless experience. In this role you're a utility player, embodying your versatility, adaptability,shared passion for fitness while helping our customers throughout their home gym journey.

Core hours are 08:30 to 16:30 Monday to Friday. As the CS department grows, extended hours, weekend and remote working will become available.

Essential functions: include the following. Other duties may be assigned.

• Deliver world-class customer service primarily through email, chat, and phone, with empathy, efficiency, and professionalism.
• Respond promptly to customer inquiries and issues, taking initiative to investigate and resolve problems with a solutions-oriented mindset.
• Take ownership of customer interactions, ensuring timely follow-up and clear, thoughtful communication throughout the customer journey.
• Maintain accurate and detailed records of customer interactions using internal tools and systems.
• Communicate clearly and effectively-both verbally and in writing-with customers and internal teams to ensure seamless resolution of customer needs.
• Embrace ambiguity and adapt to evolving policies, products, and processes with a flexible and positive attitude.
• Proactively seek out learning opportunities, feedback, and training to continuously grow and improve skills.
• Contribute to a customer-centric culture by identifying trends, escalating recurring issues, and suggesting improvements to enhance the customer experience.
• Demonstrate curiosity, initiative, and a desire to go above and beyond in creating meaningful experiences for customers.

What you will bring:

We're looking for someone who's passionate about supporting customers and brings a strong mix of hands-on skills, curiosity, and collaboration.

To thrive in this role, you'll bring:

• A customer-first mindset with excellent written and verbal communication skills-you're clear, professional, and empathetic in every interaction.
• Experience managing conversations across email, chat, and phone, while staying organized and responsive in a fast-paced environment.
• Familiarity with customer service tools (like Kustomer, Zendesk, or Salesforce), and comfort navigating between multiple systems, such as Shopify or NetSuite.
• Confidence in handling order issues, billing questions, returns/exchanges, and shipping concerns with accuracy and professionalism.
• Strong attention to detail, including clear documentation, accurate spelling and grammar, and organized case tracking.
• Ability to stay calm under pressure and think critically to solve problems-even when there's no script.
• A collaborative approach and willingness to work cross-functionally to support customers and share insights.
• A growth mindset-you're curious, take initiative, and always looking to learn something new.
• MS Office proficiency and the ability to learn new systems.

Education and/or experience:

• At least two years in a customer service or support role.
• Experience with tools like Shopify, NetSuite, Kustomer, or Zendesk
• Background in e-commerce, retail, logistics, or another customer-facing environment (preferred).

Core competencies:

• Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm.
• Resourcefulness - Securing and deploying resources effectively and efficiently.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Self-Development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.
• Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
• Situational Adaptability - Knowing that every situation is and can be very different and knowing how to adapt to find a solution.
• Instills Trust - Gaining confidence and trust of others through honesty, integrity, and authenticity.

What's in it for you:

Our commitment to quality and transparency applies not only to our products, but to our people. We are focused on creating a fun, exciting, collaborative space that's centered around health and well-being. We empower everyone on our team to take control of their careers and balance their work and life in a modern, fast-paced environment.

We offer an exceptional compensation package which includes:

Compensation base range: 24K to 30K per annum

Perks:

• Participation in our global bonus program
• 25 days annual leave (excluding public holidays)
• 5% pension contribution
• Private healthcare options
• Weekly team workoutscompany-sponsored events
• Staff discounts on REP equipment and apparel

The final word:

REP UK is a once-in-a-career opportunity. We're backed by a $170M US business with world-class products, a loyal customer base, and the capital to grow fast - but in the UK, we're still at the starting line. With everything to build, you'll be interacting with our customers, and experiencing for yourself the positions you'll help to define before going on to recruit and develop our CS Team(s).

We're building a high-performance sports team that happens to run a business. That means no passengers, no silos, no bureaucracy - just a group of ambitious, driven people who want to make REP the number one strength brand in the world.

If you want to be part of the team that makes that happen - and you have the skill, resilience, and ambition to match - then this is your shot.

REP provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.