Outbound Internal Sales & Customers Services Executive

JOB DESCRIPTION – Outbound Internal Sales & Customers Services Executive

LOCATION – Saddleback Limited, Yate, Bristol

SALARY – £28k – £31k

RESPONSIBLE TO – Customer Services Manager

Saddleback is the UK home of cycling’s leading performance brands including Castelli, ENVE, Troy Lee Designs, Stages and Sidi. The role of the Customer Services Administrator is to support the day-to-day running of our retail partners and consumers by providing a level of customer service synonymous with Saddleback. The ideal candidate will have excellent interpersonal skills, be good with numbers, have an excellent eye for detail and motivated to help continue Saddleback’s commitment to their customers.

What you’ll be doing:

• Answering consumer and dealer queries by telephone, email, Live Chat and other channels.
• Taking responsibility to investigate reported issues or stock availability queries to a satisfactory conclusion and communicating the result to the customer or dealer.
• Liaising with our internal departments including Accounts team, Brand team, Warehouse and Merchandising team to ensure that queries regarding deliveries and orders are resolved satisfactorily.
• Liaising with Area Managers regarding dealer orders and account status.
• Ensure that the consumer or dealer is advised on suitable product for their needs. Having, gaining and maintaining a broad cross portfolio product knowledge is key.
• Providing excellent levels of customer service, to make each customers experience a positive one.
• Increase sales with dealers and consumers by suggesting additional items, trade up products and activating promotions such as they exist at any time. 
• Ensuring a ‘fix first time’ approach is taken, resolving all issues as swiftly as possible and ensuring handover to colleagues as appropriate at end of working periods if applicable.
• Processing of dealer orders, setting up return references, releasing orders/back orders and general CS Team housekeeping tasks.
• Participation in CS Team meetings and Line Manager One2Ones.

About You: 

• Proven experience in account management
• Advanced Excel skills would be very useful along with a good knowledge of MS Office
• Experience of working with a good ERP would also be advantageous
• A love of road cycling and mountain biking would be greatly beneficial but not essential. 
• Ability to produce exceptional work within tight time parameters. 
• Excellent communication and people skills.
• Confident in presenting strategies and influencing key decision-makers. 
• Full clean driving license. 

Benefits:

• Working with a great team of cycling fans
• Early finish on Fridays
• Monthly staff ride-outs
• Secure bike storage
• Changing and locker room with laundry facilities
• Shower facilities
• Workshop facilities
• Attractive staff discount
• Company cash health plan

About Saddleback:

Now in our 20th year of business, Saddleback is a family-owned cycling distribution business with around 60 employees. We are proud to have leading names such as Abbey Tools, Cannondale, Castelli, Chris King, ENVE, Feedback Sports, Focus, Kogel, Pivot, Rudy Project, Sidi, Silca, Sportful, Stages Cycling, Trickstuff, Troy Lee Designs, Wolf Tooth and WTB within our portfolio of the world’s premier road and MTB brands.

You’ll be joining a company full of real cycling enthusiasts at our premises in Yate, 10 miles northeast of Bristol / 15 miles northwest of Bath. We have a friendly, relaxed office atmosphere a little away from the hubbub of central Bristol with plenty of great lunchtime rides on our doorstep. 

To Apply:

If you would like to apply for this role, please submit a copy of your CV and a covering letter to recruitment@saddleback.co.uk

We regret that due to the volume of applications we are only able to contact candidates who make it to the interview stage.

Closing date for applications: 15th January 2024