Trade Customer Service Representative-CN & EN

Job Title: Trade Customer Service Representative - CN&EN Team: Customer Service Location: China Reports to: Head of Customer Service About the Role As a Trade Customer Service Representative - CN&EN, you will provide reactive technical support to both Brompton owners and our dealer network across written, phone and live chat channels. This role is central to delivering a gold standard customer experience, ensuring every interaction is handled with ownership, clarity and care, while supporting customers and trade partners when products do not perform as expected. You will help resolve technical queries, raise warranty orders and credits, create RMAs, and coordinate return-to-base warranty services. You will also contribute to building processes and technical literature that support both consumer and trade audiences, and be confident delivering technical guidance to dealers and consumers through webinars or face-to-face sessions. Key Responsibilities Customer & Dealer Support Provide reactive technical support to consumers and the dealer network via email, inbound phone support and live chat Own customer and dealer queries through to resolution, ensuring a positive and well-supported experience at every stage Communicate clearly and empathetically with customers when products do not perform as expected Champion the customer experience and help amplify the voice of the customer across the business Warranty, Returns & Technical Enablement Raise warranty orders and credits accurately and in a timely manner Create RMAs and book return-to-base warranty services Help build and improve processes and technical literature for trade and consumer audiences Deliver technical webinars or face-to-face guidance to dealers and consumers where needed Skills This role would suit someone with the following core skills and experience: Fluent English - strong written and spoken communication skills Technical or workshop experience - experience in the cycle industry is preferred Communication and organisation - well organised, detail-minded and able to take ownership Cycling passion - a cycle enthusiast and promoter of bikes Systems confidence - IT savvy, quick to learn new software, systems and processes, and comfortable using Microsoft Office Remote and flexible working - able to work remotely with reliable internet access and work some weekends when required Ticketing and operations systems - experience with systems such as Salesforce, invoicing, credit, stock management and RMA tools is beneficial Training capability - able to deliver technical guidance clearly to dealers and consumers What you’ll bring What will make you a great fit: A creative problem solver who can visualise multiple routes to a solution and understands the value of each step Level-headed and balanced under pressure Organised, clear and confident in communication Empathetic and supportive, with a focus on the owner experience as well as the technical issue Proactive in seeking support and confident in representing the voice of the customer An amicable team player who values collective success and contributes to a positive team culture What Success Looks Like Success in this role will mean: This role is about delivering confident, high-quality technical support and creating a consistently positive experience for customers and dealers. Customer and dealer queries are resolved effectively, with clear communication and strong ownership Warranty orders, credits, RMAs and return-to-base services are processed accurately and efficiently Technical literature and support processes become clearer and more useful for both trade and consumer audiences Dealers and consumers feel better supported through effective webinars, guidance and technical communication The customer voice is represented constructively across the business, helping improve service and product support The team maintains a positive, solutions-focused culture that reflects Brompton’s values and commitment to customer care Why Brompton? Because we make bikes that surprise and delight, we want people who do the same. Your work matters. You’ll get hands-on, tackle real problems, and see the results on the streets, on the train and across cities around the world. At Brompton, craft, curiosity and community come together every day and you’ll be part of it. Benefits at Brompton: Brompton offers you an excellent working environment with enthusiastic colleagues who get along, communicate and co-operate well with each other. The working climate is informal, but we work hard. Next to good terms of employment, Brompton offers you the opportunity to work in a responsible and challenging job within a dynamic, international and ambitious environment. We are all proud to be part of Brompton Bicycle Ltd; we all share the same passion and dedication to the company and the product, despite any differences in cultural backgrounds and skills. 9 Day Fortnight – This is a flexible working pattern which individuals can opt in for where an employee works their contractual hours across 9 days instead of 10 days. (i.e. 80 hours across 9 days instead of 10 days). This mean the individual would work an additional hour across Monday to Thursday (across the 2 week period) to gain their Friday off Annual Leave – 20 days annual leave, plus all national holidays, prorated Competitive Salary – Plus workplace pension scheme and profit share bonus. Brompton Discount - Get ready to bike in style, as all employee’s receive up to 60% off their very own bike and accessories, plus there are discounts for your friends and family too. Staff Loan Bike – All employees are eligible to receive a Brompton Bicycle which they can use free of charge for up to 3 months Learning and Development - Access to free LinkedIn Learning and opportunity to devote some of your time at work to personal development. We value professional development and actively promote internal promotions and opportunities. Benefits - Workplace Pension Scheme, Flexible Working, Cycle to Work Scheme and other benefits. Mental Health – We provide access to a confidential EAP that offers counselling, resources and support for various mental health challenges. Paid Leave – We offer an enhanced Family, Paternity and Maternity leave pay. Diversity, Equality and Inclusion Commitment Regardless of age, disability, race, gender, religion, sexual orientation, culture, educational background, parental status, neurodiversity or disability - whoever you are, if you’re passionate about your work, curious, relentless and customer-obsessed, we want to hear from you. Our Values We Take Pride - Quality is born in the details We Build Community - A Brompton brings people together We Are Human - Being ourselves create magic We Are Curious - Inspiration is everywhere We Bring Energy - Our movement and momentum are infectious About Us