Independent Bike Dealer Sales Co-ordinator

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. 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.

Reporting to the Internal Sales Manager, you will ensure all interactions with customers are effortless. Provide a high level of customer service to our Independent Bike Dealer customers. To process all tasks, information, queries and complaints associated with this customer group and support the Area Account Management team in ensuring all orders reach our Independent Bike Dealer base when and where they need them.

Key Responsibilities & Accountabilites

  • Deal directly with trade customers either by telephone, live chat or email and always represent the company positively by choosing language in both written and verbal communication that is consistent with the company values
  • Answer the telephone, live chats and emails in a timely manner to meet departmental KPI targets
  • Receive and input sales orders accurately providing all necessary stock, delivery and product information about the order. Where items are out of stock, alternative parts will be offered
  • Respond promptly to all customer enquiries. This will include providing price, stock and delivery information. Where support from other departments is required you will seek that support to facilitate your response while owning the full and satisfactory response. Liaise closely with the Consumer Service Team to ensure timely resolution and effective communication of technical and warranty issues
  • Actively promote and encourage use of the B2B for self-service by the customers
  • Own, handle and resolve all IBD customer complaints through to completion. Always Keep customers fully up-date of progress
  • Liaise with TNT/carriers and warehouse / distribution / returns department as required
  • Add articles to the Knowledgebase as directed
  • Reactively communicate partner terms, promotions and offers
  • Be the internal support for Area Account Managers assisting them in completion of customer queries, issues and requirements. Facilitate co-ordination of internal departments on behalf of Area Account Managers acting as their internal representative and support
  • Refer to the company Knowledgebase and Intranet to keep up date with news, events and developments
  • Any other reasonable duties within the scope of the role

Experience, Skills & Qualifications

  • 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 and an ability to deliver work tasks accurately
  • Problem solving skills combined with determination to take all issues to the point of resolution
  • A positive, can-do attitude with the ability and confidence to take the initiative in the pursuit of great customer service
  • Good understand of Microsoft Office especially Word and Excel
  • A team work ethic with the ability to modify and adapt in order to achieve best results


  • Competitive salary package
  • 25 days annual holiday plus 8 days statutory holiday for full-time employees
  • Company Defined Contributions Pension Scheme
  • Staff discount on bicycle related products, including cycle 2 work benefits

If you feel this role is for you we would love to hear from you – please send your CV, covering letter and salary expectations to

Closing date for applications Monday 2nd March 2020