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Careers

Planet X is a specialist bike Manufacturer. We are an original bike brand selling direct to the world via our online store and our 'real world' retail Showroom in Sheffield, UK. We are committed to developing innovative and inspirational products and we take pride in our first class customer service. We sell direct, cutting out the middlemen, which means we can sell at incredible prices. No catch. Just honest low prices for pro-level products.

Planet X have committed customers who are highly loyal to our brand. We build genuine performance bikes and distribute our products around the globe. We are dedicated to winning new customers and building life-long relationships.

Customer Service Advisor - Sheffield, UK

Job Description

As a Customer Services Advisor, you are responsible for answering Customer Service calls promptly and in line with agreed Departmental targets.  It is your job to ensure that all customers who have the need to contact our Department are left with a positive impression of the company.  You will be responsible for resolving queries as quickly and efficiently as possible.  In this rapidly growing Industry, you will also need to have a positive attitude to change and proactively contribute to the Department and wider business goals. 

Skills & Experience

  • Experience in a customer-facing sales and service role, preferably in a similar field.  
  • You will have experience of working in what can be a highly pressurised service centre environment.
  • You will be used to working on your own initiative and as part of a team.  
  • You will be self-motivated and have the ability to work in a methodical manner.
  • You will be IT literate and comfortable with using the internet to source information.
  • Ideally you will have a knowledge of bikes and / or willingness to learn.
  • Your attention to detail and positive attitude will be key to your success. You must be professional, have excellent interpersonal skills and able to liaise with a variety of people at all levels.

Responsibilities

To take care of our customers by offering guidance and support, enabling them to make an informed purchase whilst maximising sales potential. Providing first call resolution to any queries or questions they may have.  Offering a quality service at all times.  

 Key Tasks- Customer Service

  • Answer incoming calls in a timely and professional manner
  • To provide unrivalled levels of customer service to our customers
  • Respond to written customer correspondence in the form of e-mail or ticket
  • Follow up customer queries and complaints within agreed timescales 
  • Liaise with internal departments to determine delivery dates.
  • Liaise with delivery agents regarding deliveries and collections
  • Liaise with warehouse operatives regarding dispatch and order statuses
  • Investigate missing items and orders in line with company policy
  • Follow up repairs and queries with Warranty Team
  • Offer technical and sales support to customers
  • Process refunds in line with Company policies
  • Escalate recurring issues to Team Leader or Manager
  • Pro-actively respond to customer issues with a view to providing immediate resolution
  • Deliver on promises ensuring full customer satisfaction is achieved on every contact

Company Policy

 To be aware of and to promote the company’s missions and aims

 To ensure all company policies are strictly adhered to

Health and Safety

To comply with all Health and Safety Policies

Other 

To be involved in other activities as required by management from time to time

MAIN MEASUREMENT CRITERIA

Levels of service given to customers

 

Bicycle Mechanic / Bike Builder, Rotherham.

The Role

Building bikes to customer specification. Planet X specialise in custom builds in the road, off-road and TT / triathlon segments of the bicycle market. Our customers expect the highest standards from us and we expect no less from our bike builders. This is a key role in the business.

We expect comprehensive product knowledge, a high level of attention to detail and good communication skills. You will need to have a pro-active 'find and fix' attitude, be flexible, work in an efficient manner while been able to work as part of a team, remain calm under pressure and have a positive outlook. A Cytech qualification is preferred but not essential at this time.

Experience and Skills

  • The highest level of bike building proficiency
  • Able to build bikes to required safety / company standards
  • A real passion for what you do
  • Ability to prioritise and schedule work to a tight deadline
  • To provide feedback on bike assembly to line manager
  • Attention to detail
  • Get the job done right first time
  • Be proactive and to use initiative to solve problems
  • To keep a safe work area

This role is based at our main facility in Rotherham and is contracted for 37.5 hrs a week. You will report directly to the Workshop Manager.

Trainee Bicycle Mechanic, Rotherham.

The Role

To undertake the training required to become a fully trained bicycle Mechanic and assist in all areas of Bike Building and Maintenance. 

Key responsibilities and accountabilities:

  • To assist in the building of bicycles to a high quality and safety standard as directed by the company
  • To follow instructions clearly
  • To assist bike mechanic with build by ensuring customer order sheets are checked and correct
  • Ensure all Frames/ Parts required are picked and correct for each build
  • To keep an accurate inventory of bicycles built
  • To keep the work area safe and tidy at all times
  • To work under instruction from the line manager


Person Profile

  • Have excellent technical knowledge
  • Have a high level of attention to detail
  • Can work in an organised way
  • Can prioritise
  • Can manage own time
  • Can problem solve
  • Can work independently
  • Can work to deadlines
  • A passion for and knowledge of cycling is essential
  • Experience working in bicycle workshop preferred but not essential

Please send your email, covering letter and CV addressed to [email protected]