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.
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
Requirements
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 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?
Benefits at Brompton:
9 Day Fortnight - This is a flexible working pattern which individuals ca
Benefits
Paid time offRemote work optionsFlexible scheduleEquity / stock options
Additional Information
Job Title: Trade Customer Service Representative - CN&EN
Team: Customer Service
Location: China
Reports to: Head of Customer Service
Brompton · Shanghai Local Office