FreakLizard Ltd is an established and rapidly expanding online retailer of motorcycle and scooter parts and accessories. We support a busy customer base and pride ourselves on knowledgeable, straightforward service. We are looking for an organised, customer-focused person with genuine motorcycle knowledge to join our Pontyclun team.
The role
As our Motorcycle Parts Customer Service Advisor, you will be one of the first points of contact for customers by phone and email. You will help customers identify suitable products, process orders and resolve delivery, returns and after-sales enquiries. You will also work closely with suppliers and delivery partners to resolve availability, lead-time and courier issues.
The role combines customer service, sales support, order administration and practical problem-solving. You do not need to be a qualified motorcycle mechanic, but you must have enough motorcycle knowledge to understand common customer questions, discuss parts and accessories confidently, and know when further technical information is required.
What you will be doing
· Responding promptly and professionally to customer sales and support enquiries by phone and email
· Using your motorcycle and product knowledge to help customers identify suitable parts and accessories
· Checking product fitment, stock availability, pricing and expected lead times
· Creating, amending and processing customer orders accurately
· Following up sales enquiries and keeping customers informed about orders, back-orders and delivery issues
· Liaising regularly with suppliers about stock, product information, lead times and order issues
· Processing cancellations, returns, refunds, exchanges and replacement items
· Investigating missing, delayed or damaged deliveries and submitting courier claims where required
· Maintaining accurate customer, order and communication records
· Supporting the wider team with day-to-day administration and other reasonable duties as required
What we're looking for
Essential
· Demonstrable motorcycle knowledge gained through employment, riding, maintenance, purchasing parts and accessories, or a serious personal interest
· Clear, courteous and confident communication by telephone and email
· A customer-focused approach and a willingness to take ownership of enquiries and problems
· Good organisation, accuracy and attention to detail
· The ability to manage several enquiries and priorities without losing accuracy
· Confidence using computers and learning new order-management systems
· A working knowledge of Microsoft 365, particularly Outlook and Excel
· The ability to work effectively both independently and as part of a team
· The ability to commute reliably to our Pontyclun office for the stated working hours
Desirable
· Previous customer service, e-commerce, retail, parts or sales experience
· Experience processing online orders, returns, refunds and replacements
· Experience dealing with suppliers, couriers or delivery claims
· Experience using e-commerce platforms, online marketplaces or order-management systems
· Previous experience in the motorcycle, automotive or aftermarket-parts sector
What we offer
· Salary of £27,000-£30,000 per year, depending on relevant experience and motorcycle knowledge
· 28 days' paid annual leave per year, including bank holidays
· Permanent Monday-to-Friday working hours
· Company pension
· Employee discount on motorcycle parts and accessories
· Free on-site parking
· Casual dress
· Statutory Sick Pay, subject to eligibility
Development and progression
FreakLizard is expanding rapidly, so there is genuine scope for this role to develop with the business. Over time, the successful candidate may broaden their product and e-commerce knowledge and take on more responsibility, such as handling complex enquiries, improving processes, supporting new product ranges or helping future team members. The exact path will reflect performance, strengths and business needs.
Job Types: Full-time, Permanent
Pay: £27,000.00-£30,000.00 per year
Benefits:
- Casual dress
- Company pension
- Employee discount
- Free parking
- On-site parking
- Sick pay
- Store discount
Ability to commute/relocate:
- Pontyclun, Rhondda Cynon Taff: reliably commute or plan to relocate before starting work (required)
Application question(s):
- In three to five sentences, tell us about your motorcycle knowledge, including any relevant work, motorcycles you have owned or maintained, or parts and accessories you know well.
Experience:
- customer service: 1 year (preferred)
Work Location: In person
