SUMMARY\r\n\r\nIn this role you will be a key member of our Rider Care team providing first class after sales customer service support for all Specialized products to both our retail partners and our riders.\u00a0\r\n\r\nThis is a wide-ranging role with varied responsibilities where you are required to possess a high level of product knowledge from a specification and service perspective.\u00a0 As well as be extremely technically savvy with the use of an industry leading CRM system to track, record and progress cases to a solution within company processes and procedures with the goal of providing the industry leading customer experience.\u00a0\u00a0\r\n\r\nMAIN INTERFACES\r\n\r\nInternal\r\n\r\n \tRider Care Manager\r\n \tSales, Marketing, Demand Planning, Logistics, Finance Teams, Global Rider Care team, Global Quality team.\r\n\r\nExternal\r\n\r\n \tUK Retailer Partners\r\n \tRiders\r\n\r\n\r\n\r\n\r\nKEY RESPONSIBILITIES AND OUTPUTS\r\n\r\n\r\n\r\n\r\n \tPrimarily respond to both our dealers and rider\u2019s needs, on both a technical and mechanical level via email\/telephone or directly at HQ or at a third party location such as retail stores and events\r\n \tRespond to consumers technical and mechanical enquires where applicable via email\/telephone or directly\r\n \tBe first point of call for dealers and end users in all matters regarding new technical product\r\n \tHave a good understanding of our ERP operating system; Oracle, this involves sales order management, warranty order management issuing orders with negative lines\u00a0\r\n \tFully versed in our CRM; Salesforce. This is an essential tool in providing industry leading customer service through case management to company processes\r\n \tEnsure that every return\/inspection you process is completed fully, and any dealer follow up calls are actioned within Agreed Company Service Levels.\r\n \tBe prepared to work on rider\u2019s bikes, whether returned by the dealer, or rider. This is including VIP and urgent needs as deemed by the company either at HQ or in the field\r\n \tBe available to assist with reworks\/recalls when required, possibly at short notice\r\n \tCommunicate well with all departments when required\r\n \tBe punctual, polite and represent the brand to the highest standard at all times\r\n \tUnloading\/Loading deliveries when required\u00a0\r\n \tPicking and packing of daily orders\r\n \tReport to your manager on weekly basis with review of working week and plan for the week ahead\r\n \tBe responsible for making sure that the Rider Care department is working in a well maintained, and tidy working environment\r\n \tKeep abreast of all equipment related issues in the Industry and develop a thorough understanding of all Specialized product lines\r\n \tKeep across all product updates and be the champion of knowledge from an after sales perspective\r\n \tCollaborate with the global team on quality issues through our \u2018QPR system\u2019\r\n \tTravel: some travel to events throughout the UK may be required. These could potentially involve staying away overnight. Some international travel may be required\r\n\r\nKNOWLEDGE AND EXPERIENCE REQUIRED\r\n\r\nQualifications\r\n\r\n \tBicycle maintenance and repair proficiency \u2013 CYTEC qualified bike mechanic level 3\r\n\r\nExperience - What you will need to Win\r\n\r\n \t2+ Years\u2019 experience in a customer service role\r\n \tExcellent customer service skills\r\n \tPC proficiency in order entry systems (Oracle preferred), Microsoft Word, Outlook and Excel\r\n \tExperience in working with a CRM system\u00a0\r\n \tAbility to work on own or as part of team\r\n \tExcellent time management skills to ensure workload is prioritised to meet customer needs and department KPI\u2019s\r\n \tIn depth technical knowledge of Specialized product and the cycling industry in general\r\n \tProven ability to meet deadlines\r\n \tExcellent analytical, organizational and problem-solving skills.\r\n \tHold a full UK driving licence\r\n\r\nHours \/ Admin\r\n\r\n \t8.30am to 5.30pm Monday to Friday Monday to Friday. However, flexibility is required as there will occasionally be business a need to work some weekends\r\n \t40 hours per week (1-hour lunch unpaid)\r\n \tLocation: based at Head Office in Chessington, Surrey, UK\r\n \tSalary: based upon experience\r\n\r\nLanguage skills\r\n\r\n \tEnglish (fluent)\u00a0\r\n\r\nAre you Specialized?\r\n\r\nAre you motivated to connect with our Retailers and Riders through our \u2018Specialized\u2019 and \u2018Turbo\u2019 brands in an authentic way?\u00a0 Do you enjoy the challenge resolving customer enquiries creating a positive experience with the goal to make those riders and retailers loyal to our brand for life?\u00a0 If your answer to these questions is \u201cyes\u201d, we want to talk to you! To strengthen our Rider Care Team, we are looking for a Rider Care Representative!\r\n\r\nApply for this position via firstname.lastname@example.org and send us your resume and cover letter in English. To obtain a more complete picture, we look forward to receiving\u00a0your video application.\r\n\r\nAbout Specialized\r\n\r\nFirst and foremost, we are riders. We share the core belief that bikes help make the world a better place. From product development and operations, to finance and marketing - every role at Specialized contributes to a culture of sustainable, global growth and innovation. Around the world, we work to recruit candidates who are passionate and curious with the belief that everyone has the potential to be a leader.