Customer Support Administrator

Customer Support Administrator

**Group Overview**

Accell Group is a leading multi-brand bicycle company based in Heerenveen, Netherlands, with more than 3000 employees worldwide. Accell Group designs and produces bicycles and bicycle products. We get people and goods moving.

Every day we see bicycles making a difference. They give people a better life, making them physically and mentally healthier. They help create thriving cities with less congestion, less noise and cleaner air. All together this brings us a step closer to a liveable planet.

We believe that cycling moves the world forward and our mission is to become market leader in the mid and higher segment of the bicycle markets in every country in which we operate.

Raleigh/Accell UKIE serve over 600 trade customers in the UK through our network of partner stores alongside direct to consumer sales. The much-loved Raleigh brand is an integral part of the UK company identity with over 135 years of history and unparalleled brand recognition, strengthening our position as a market leader in electric bicycles alongside Haibike, Lapierre, and Babboe.

Raleigh and Accell Group are strongly positioned for the future in the green mobility sector and to benefit from supportive secular trends driving demand for bicycles.

**Purpose of the Role**

Representing one of the best-known brands in the cycling industry, you will provide excellent service to end consumers, IBDs and Key Accounts ensuring all customer interactions are effortless and ‘right first time.’

The role will work in conjunction with our Regional Account Managers and National Account Manager to provide seamless support and service. You will perform administrative tasks including order book management and order processing as well as supporting our Commercial Team with Key Account co-ordination, direct fulfilment and consignment.

**Role & Responsibilities**
- Provide high-quality customer service through the company’s communication contact channels demonstrating the company values and the ‘voice of Raleigh’
- Handle warranty claims in compliance with the company’s published terms and conditions and UK consumer rights legislation
- Take personal ownership of customer enquiries to ensure “right first-time resolution”
- Handle customer complaints and maintain ownership through to completion, ensuring that regular updates are provided where appropriate
- Effectively manage and execute direct fulfilment and consignment orders with strategic partners in collaboration with the external sales teams
- Run internal virtual consignment stock reports in conjunction with the Customer Support and Integration Manager (CSIM) and Regional Account Manager (RAM) to effectively manage consignment stock
- Distribution of soiled bikes list to the commercial team and third-party partners and order processing of the same where required
- Review, report and action on orderbook accuracy in conjunction with demand planners and the sales department to ensure all dealer orderbooks are accurate and reflective of supply and stock
- Manage call offs, bookings and ASN’s for all National account partners, including bespoke portal work for specified partners
- End to end processing of any National Account DF orders and enquiries in conjunction with the National Account Manager
- Liaise directly with Key Account Customers through the defined communication channels
- Work closely with the Key Accounts Managers to gain an understanding of the sales processes, the end goal and the customer’s requirements
- Perform all transactions accurately, providing all relevant information as required to the customer
- Work with our 3PL and delivery partners to ensure deliveries and returns are executed, and credits approved, in a timely fashion
- Effectively navigate internal and external IT systems and adhere to company processes and procedures to ensure the agreed standards and competencies of the role are met.
- Take personal responsibility to maintain a good working knowledge of the company’s products and policies via the Knowledgebase, mandatory e-learning modules and in collaboration with internal and external personnel
- Be responsible for personal health and safety and that of your work colleagues by complying with the company’s health and safety policy
- Any other reasonable duties within the scope of the role

**Performance Metrics**
- Telephone, ticket and chat response and resolution times
- System and product knowledge
- Customer satisfaction rating
- Call handling and written response quality scores
- Claims turnaround time

**Experience**
- Experience within the cycling industry and/or demonstrable bicycle knowledge is desirable
- Demonstrable experience of working within a professional customer service environment
- GCSE/’O’ level/Equivalent Maths and English at Grade C or above
- Excellent communication skills and an ability to build rapport with customers
- Intermediate knowledge and skills in Micros