Customer Service Supervisor (Americas)

Job description

Job title: Customer Service Supervisor (Americas)

Department: Customer Service

Responsible to: Operations Manager (US)/Customer Service Manager (UK)

Location: Dumbo, Brooklyn Office (currently flexible/remote due to COVID)

Benefits: Competitive salary and substantial health, dental & vision plan contributions. Access to a choice of quality plans and benefits via our PEO TriNet. 401k with 3% Company Match

Hours: Full-time non-exempt; 40 hours over 5 days per week with occasional remote weekend working.
Vacation: 20 days PTO per annum, plus eight company-observed public holidays.

About the Company

Brompton is a highly respected British manufacturer of bespoke folding bikes. Each bike is hand made in London. For many owners of our bikes, Brompton is part of their lifestyle and an expression of who they are. We enjoy riding our bikes too and we are proud of their success around the world.

As a brand, our vision is to transform how people live in cities. Our bike was conceived as a product which would increase people’s sense of independence and freedom, and this concept is still at the heart of everything we do. Brompton is widely acknowledged as the finest bike of its type: cleverly designed and beautifully made to be versatile, easy to use and durable. This excellence, combined with the resurgence in cycling for transport and leisure, means we are enjoying strong company growth.

Brompton Bicycle is privately-owned, successful, and profitable. We export 80% of our production to 44 countries around the globe, and we built over 50,000 bikes last year. But we believe we are just getting started.

If you are excited by the opportunity to sell market-leading products that make a difference to people’s lives, we can offer you a job you will not find anywhere else.

The Role

Provide industry leading Customer Service to all Brompton customers via a variety of channels to resolve their enquiries as well as developing the customer base by driving sales conversions. The role will require daily co-ordination of resources to ensure the efficient and effective handling of all customer enquiries as well as assisting the Customer Service Manager to develop the Customer Service strategy in the region. This is a full-time position based in New York, with occasional remote weekend working. The team is currently working remotely due to COVID.

Main duties

  • Leading the day-to-day Customer Service function by ensuring that all customer contacts are being resolved within the brand values and expected KPIs.
  • Manage and schedule agent’s workload and shift patterns to ensure that customer support is provided during operational hours. Work towards a 24/7 support strategy by increasing operational hours and implementing weekend working.
  • Supporting other members of the team by providing advice and being the point of escalation. Mentoring new team members and support the Customer Service Manager on creating training materials.
  • Proactively spotting patterns in the frustrations of the customers, seeing where we can change our processes or product to increase customer satisfaction. Provide reports when necessary.
  • Implement and continuously monitor team KPIs. Ensure processes are in place for continuous improvement.
  • Take ownership of enquiries and proactively reach customers when dealing with difficult situations to provide a swift resolution and achieve a positive outcome.
  • Amplify the voice of the customer by escalating customer feedback and ideas for improvement.
  • Drive conversions through engagement of customers, suggestive selling, and sharing product knowledge.
  • Assist with recruitment and onboarding new members when required.
  • Work closely with the Customer Service Manager as well as other Team Leads to achieve a level of support which matches the product we manufacture.
  • Management of the national returns process for online sales, ensuring that all returns are handled inline with the brand values and expected KPIs
  • Assisting the UK based Aftersales Team to handle warranty requests raised by consumers and the local retail network.
  • Assisting the UK based Retail Training team to ensure the successful provision and competition of all relevant training material by the local retail network.

Job requirements

Skills and Experience

  • Minimum 1 years’ experience in a similar role leading or supervising a small team.
  • Excellent time-management, multi-tasking, and prioritisation skills.
  • Professional communication and people skills with a genuine desire to provide excellent customer service.
  • Able to analyze data and create relevant reports when required.
  • Able to improve and set up new processes when required.
  • Experience in the cycling industry or strong knowledge of Brompton products is desirable but not essential.
  • Fluency in Spanish is desirable but not essential.
  • Familiar with a customer service platform such as Zendesk.
  • A team player who will contribute to the continuous improvement of the department and company.
  • An understanding of Brompton’s ethos and how this has shaped its brand values
  • Able to work some weekends, early morning, or evenings.
  • Able to work remotely if required– access to reliable internet connection required.