Customer Service

• Customer service, prioritising high-value interactions and nurturing.

• Oversee customer sales, including cycle scheme transactions and special orders

• Manage special orders, deposits, returns, refunds

• Ensure the success of custom builds liaising with Workshop Manager

• Maintain retail orderbook, communicate to General Manager.

• Manage customer complaints and conflict resolution, liaise with General Manager when needed.

• Manage communication updates with customers regarding orders

Shopfloor (owns but delegates to Assistants where possible)

• Manage shop floor presentation and upkeep, maintaining cleanliness and organisation.

• Maintain basement storage organisation

• Manage shop waste disposal and recycling

• Merchandising, seasonal updates.

• Product labelling, pricing, window dressing. 

• Ensure safe Shop Floor practices are followed (safe bike manipulation, shoplifting prevention, etc)

• Monitor and oversee restocking of retail products 

Administrative

• Manage and train the retail team, communicating updates on processes, targets, etc.

• Manage the main shop email account and other channels.

• Manage Second Hand Bike Processes.

• Manage POS Stock Adjustments where necessary

• Monitor POS consumables (labels, paper etc)

• Manage supplier deliveries and all other mail promptly and correctly.

• Attend meetings when required by General Manager

• Assist Executive Director with marketing and general content creation for social media.

• Assist General Manager with Shop Floor related tasks.