Customer Service Representative-UK

Job Type

Full-time

Balanced Body is looking for a Customer Service Representative to be the calm, capable voice on the other end of the line for Pilates studios, instructors, and home practitioners. You'll be the person who sorts things out properly — without fuss, and without the customer having to chase.

We design and manufacture the equipment behind Pilates and fitness businesses around the world, and as a CSR you're central to making sure every customer gets a good outcome, every time. It's a role that mixes genuine relationship-building with hands‑on problem‑solving, and suits someone who takes real satisfaction in both.

You'll work with studio owners and home users by phone, email, and web, troubleshooting issues, tracking down parts, and resolving problems in a way that keeps customers with us. We're looking for someone with prior customer service or support experience and a solid track record of working through a client's issue until it's properly resolved.

• Maintain and build relationships with Balanced Body's customers by helping resolve parts, service, and shipping issues associated with their equipment.
• Provide outstanding service, consistently meeting service targets.
• Deliver speedy closure of customer issues while maintaining best‑in‑class customer satisfaction.
• Follow industry trends and gather/report on valuable Voice of Customer (VOC) feedback to help the organization grow.
• Forward new sales opportunities to the account team when they come up.
• Follow up promptly on all customer inquiries.
• Process orders for service parts as needed.
• Initiate RMAs and Customer Cases as needed.
• Complete administrative tasks and order processing on schedule and with accuracy.
• Attain all critical KPI metrics, including but not limited to Turn Around Time targets, productivity goals, and quality assurance drivers.
• Escalate issues to the Sales Tech team when appropriate.
• Act as an advocate for our customers.
• Continue expanding your knowledge of our products and services over time.
• Contribute individually and as a member of the Balanced Body sales team.
• Utilize our Customer Relationship Management (CRM) system, keeping all accounts loaded with accurate, timely data.
• Perform other duties as required to meet company needs.

• Excellent verbal and written communication skills, with sharp attention to detail.
• Proven resolution, logical troubleshooting, and customer satisfaction skills.
• Strong problem‑solving skills.
• Excellent listening, probing, and de‑escalation skills.
• An appetite for learning new concepts, technology, and processes.
• Strong analytical skills paired with excellent communication and interpersonal skills.
• The ability to juggle multiple tasks and prioritize on an ongoing basis.
• The ability to listen and comprehend information over the phone and via email.
• The ability to compose and proofread documents and reports.
• A sharp eye for detail and problem‑solving.

• Minimum 2 years' experience in the customer service industry.
• Some college education is ideal.
• Must have the right to work in the UK (citizenship, valid work visa).

Exempt Status, Base + plus monthly Team bonus

Balanced Body is the world's largest designer and manufacturer of Pilates equipment, and a leading provider of high‑quality Pilates and mind‑body instructor training and continuing education. We do business in over 100 countries, with a strong reputation for customer service and a genuine commitment to environmentally responsible practices. If that sounds like a company you'd like to be part of, we'd like to hear from you.

• Medical & Dental
• 401(k) plan with company match
• Life and Long Term Disability Insurance, employer paid
• Paid time off and holidays

Balanced Body is an equal opportunity employer dedicated to workforce diversity.