IBD Sales Co-ordinator

Reporting to the IBD Team Leader

Established in Nottingham in 1887 Raleigh is one of the world’s oldest and best-known bicycle brands. We are part of the Accell Group, a European based company, who own a collection of bicycle and accessory brands throughout Europe.

Today Raleigh supplies the UK market with the major industry-leading bicycle brands of Raleigh, Haibike and Lapierre, as well as an exciting and extensive portfolio of accessories such as Saris, SRAM, Moon and Schwalbe.

Our partnership with the Accell Group allows us to share knowledge, technology and innovations between brands to deliver the best possible product for our customers.

Job Purpose

Providing excellent service to our IBD customers, the IBD Sales Co-ordinator ensures that customer interactions are effortless and right first time. The role works in conjunction with the AAM team to provide seamless support and service ensuring that the Accell UK brands and the company’s distributed parts and accessories remain first choice for new and existing customers

Key Responsibilities & Accountabilities

  • Provide high quality frontline support for IBD customers via the company’s communication contact channels in a manner consistent with the company values and the ‘voice of Raleigh’

  • Provide timely telephone, live chat and email response to meet departmental KPI targets

  • Actively promote and encourage use of the B2B for self-service by the customers

  • Accurately process Sales Orders, providing all necessary stock, delivery and product information about the order and offering alternative items if necessary

  • Take personal ownership of all customer enquiries to ensure full completion and ensure a full handover if the query requires internal transfer to a different owner

  • Maintain ownership of IBD customer complaints through to completion, ensuring that regular updates are provided where appropriate

  • Promote our brands and focus channels at every opportunity, communicating related products and promotions to maximise order value and influence customers buying decisions

  • Effectively navigate internal and external IT systems and adhere to processes to ensure agreed standards and competencies of the role are met

  • Develop and maintain a good standard of company and focus product knowledge in collaboration with internal and external personnel and sources

  • Add articles to the Knowledgebase as directed

  • Where required, assist the Sales Support function by supporting Area Account Managers with tasks that they are unable to complete due to IT capability and/or business processes and governance

  • Refer to the company Knowledgebase and Intranet to keep up date with news, events and developments

  • Responsible for personal health and safety and that of other work colleagues and to comply with company’s health and safety policy

  • Any other reasonable duties within the scope of the role

Experience, Skills & Qualifications

  • Essential you MUST have experience within the cycle industry

  • GCSE Maths and English at Grade C or above

  • Excellent communication skills across all channels and an ability to build rapport

  • Good attention to detail, problem solving and an ability to deliver work tasks accurately

  • A positive attitude

  • Basic knowledge and skills in Microsoft Word and Excel

  • A team work ethic with the ability to modify and adapt in order to achieve best results

  • Desirable that you are a cycle enthusiast

Applicants without experience within the cycle industry will not be considered

Benefits

  • Bicycle industry experience is desirable

  • GCSE Maths and English at Grade C or above

  • Excellent verbal and written communication skills and an ability to build rapport

  • Good attention to detail, problem solving and an ability to deliver work tasks accurately

  • A positive attitude

  • Basic knowledge and skills in Microsoft Word, Excel, Outlook and Teams

If you feel this role is for you, we would love to hear from you. Please apply including your CV, covering letter and salary expectations to garyhughes@raleigh.co.uk

Closing date for applications: Friday, 31st December 2021

NO AGENCIES