Overview
United Wheels Inc. ("UWI") is an international, privately held business with affiliated companies and operations in Asia, the Americas and around the world. UWI is a world leader in the design, manufacture and international distribution of bicycles, e-bikes, and rideable toys, manufacturing more than 6 million bicycles and e-bikes each year. UWI owns and operates several bicycle-related subsidiaries including Huffy Corp., Buzz Bicycles, Batch Outdoors Inc., Niner Brands International Inc., and VAAST Bicycles.
Summary
The successful candidate will be responsible for providing support to two key business areas, with a specific focus on Ecommerce sales channels and customers. Accountable for the end-to-end consumer and retailer journey, from order entry through to delivery and aftersales support, via various communication channels. The role supports the sales team in achieving sales goals through KPI monitoring, reporting and best-in-class service. Ensuring our ecommerce and DTC channels order flow and processing operate effectively and efficiently, aligning to customer and channel expectations and KPIs. Providing excellent customer support to our Ecommerce retailers and consumers, ensuring that doing business with United Wheels (UWI) is simple and hassle-free. The role works alongside our UK, European, and US teams on all brands.
Essential Duties And Responsibilities
* Be the customer service contact for Ecommerce retailers via all available communication channels.
* Develop an understanding of the entire Ecommerce ordering process, including order entry, warehouse communication, tracking of orders, and managing inventory to ensure fulfilment of obligations. This can be portal, API or EDI connections.
* Monitor all platforms, specifically KPI’s adhering to marketplace deadlines and proactively manage data flow and pre-empt issues.
* Coordinate all activities associated with Ecommerce from automation of order entry, tracking flow, processing and shipping of orders.
* Build strong internal relationships with 3pls and colleagues alike.
* Escalate issues when necessary.
* Provide sales progress, sales metrics, data, and internal reporting for scheduled sales meetings as requested.
* Assist the Ecommerce department with onboarding of new customers or channels, including account creation, data and content handling.
* Aid with ecommerce channel listings, new line creation, monitoring and updates where required.
* Monitor online reviews, reporting and highlighting key updates when required. Respond to and escalate critical reviews when appropriate.
* Provide support for channel and marketplace tickets with vendors for key issues, updates and fixes when required.
* Use third party channel management systems to effectively manage products, listings, sales and inventory.
Supervisory Responsibilities
None at this time.
Education And Experience
* A strong passion for ecommerce and customer service.
* Two to four years of professional and relevant work experience.
* A friendly and courteous customer service approach with excellent organizational and clear communication skills.
* Language skills beneficial.
* Confident in a fast-paced environment that requires problem-solving, leadership, and a forward-thinking approach.
* Knowledge of working with Ecommerce retailers and Digital Marketplaces.
* Proficiency in Microsoft Office with strong Word, Excel, and PowerPoint skills; JD Edwards and payments gateways such as PayPal and Stripe.
* Office-based from our office in Ampthill, Bedfordshire, UK.
Competencies
* Customer Focus - Aims to satisfy all customers while maintaining effective relationships, both internal and external. Maximizes those relationships to improve performance.
* Energy - Demonstrates high energy and passion for products and brands.
* Energize - Inspires teams with enthusiasm and a positive attitude.
* Edge - Demonstrates competitive drive and willingness to make difficult decisions.
* Execution - Action and results-oriented with attention to detail.
* Increases Company Value - Focused on increasing sales, reducing costs, and improving efficiency.
* Innovative / Continuous Improvement - Committed to improving processes and embracing change.
* Integrity - Demonstrates honesty and strong moral principles and collaborates effectively.
Language Skills
* Ability to read, write, and communicate clearly in English.
* Strong written communication for emails, reports, and professional correspondence.
* Additional European language skills are beneficial.
Mathematical Skills
* Ability to analyze sales data, KPIs, and financial reports.
* Proficiency with basic math for order tracking, inventory management, and reconciliation.
* Comfortable using Excel formulas for reporting and analysis.
Reasoning Ability
* Strong problem-solving skills with the ability to identify issues before they escalate.
* Apply logic and sound judgment to manage order flows and operational challenges.
* Ability to prioritize multiple tasks in a fast-paced environment.
* Forward-thinking approach to improving processes and efficiency.
Computer Skills
* Proficiency in Microsoft Office (Word, Excel, PowerPoint).
* Experience with ERP systems (preferably JD Edwards).
* Familiarity with payment platforms (PayPal, Stripe).
* Knowledge of Ecommerce platforms, APIs, EDI connections, and channel management systems.
* Comfortable learning and adapting to new digital tools.
Certificates, Licenses, Registrations
None Required.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Other
* Industries: Consumer Goods
#J-18808-Ljbffr