Customer Service and Internal Sales Specialist

White's Powersports Australia Pty Limited; Greater Dandenong; On-site; AUD 60,000 - 70,000; Full time

Job summary

White's Powersports Australia Pty Limited – Dandenong VIC is seeking a Customer Service and Internal Sales Specialist. You will handle retail tickets, phone enquiries and emails, and support the Internal Sales team with order processing and field support.

Join Australasia’s leading powersports distributor and help deliver exceptional customer experiences across multiple brands. A strong customer focus and motorcycle knowledge are highly valued.

Qualifications

• Proven customer service experience in retail or ecommerce.
• Strong knowledge of motorcycles is beneficial.
• Excellent written and spoken communication.
• Ability to manage a busy ticket queue and calls.
• Experience with helpdesk or ticketing systems is advantageous.

Responsibilities

• Manage retail tickets from our websites on time, from first contact to resolution.
• Answer incoming phone calls and emails from retail customers and dealers.
• Provide product information, fitment questions, order status, returns and warranty support.
• Troubleshoot and resolve customer issues, escalating where needed.
• Coordinate with warehouse to fix orders, delivery and stock problems.
• Maintain accurate customer records and documentation.
• Support Territory Managers with information and follow-ups.
• Promote products with outbound calls when appropriate.

Skills

Customer service

Retail experience

E-commerce support

Phone/communication

Ticketing systems

Teamwork

Organisational skills

Motorcycle knowledge

Tools

Helpdesk software

ERP systems

E-commerce platforms

Job description

Customer Service and Internal Sales Specialist

White's Powersports Australia Pty Limited – Dandenong VIC

Join one of Australasia's leading powersports businesses and help shape our customer experience with some of the industry's best-known brands.

Join our growing Australasian business

Whites Powersports is one of Australasia’s largest motorcycle parts and accessories distributors, representing more than 50 leading brands across New Zealand and Australia.

We are a progressive, family-owned business with ambitious international goals, over 70 years of long-standing supplier and customer relationships, and a genuine passion for powersports. Our New Zealand head office is based in a purpose-built facility in Horotiu, with Australian sales and distribution operations across Brisbane, Melbourne, and Perth.

Our mission is simple: to deliver exceptional customer service and be the most reliable source of aftermarket parts, accessories and apparel. We value teamwork, continuous learning and having fun along the way.

About the Role

With more than 105 team members across New Zealand and Australia, we are continuing to grow and are looking for a customer service superstar to join our growing internal sales team in Australia. Reporting to the Northern State Manager, you'll work closely with the sales team across Australia to create an exceptional customer experience.

This permanent full-time position will mainly focus on customer service. You'll look after retail tickets (enquiries from customers on our in house and branded websites) and handle incoming phone enquiries. You'll also support our Internal Sales team by processing orders and supporting our Territory Managers in the field.

Our customers include retail buyers who shop on our websites, plus motorcycle dealers and repair shops across the country. The sales team are supported by our State Managers, Sales Team Leader, a printed catalogue, and our industry-leading website.

Key Responsibilities

The key responsibilities include, but are not limited to:

Customer Service (main focus)

• Managing and answering retail tickets from our websites on time, from first contact to resolution.
• Answer incoming phone calls and emails from retail customers and dealers.
• Help customers with product information, fitment questions, order status, returns, exchanges and warranty enquiries.
• Troubleshoot and fix customer problems and escape them when needed.
• Work closely with the warehouse and dispatch teams to fix orders, delivery and stock problems.
• Keep ticket and customer records accurate and up to date.
• Point out common customer problems and suggest improvements to the online customer experience.
• Process customer orders accurately and on time.
• Give external Territory Managers the information and support they need.
• Make outbound calls to promote and sell our products when required.
• Flexibility to assist the wider team in other areas when required.

About You

We're looking for someone who brings:

• Proven customer service experience in retail or e-commerce. Experience with online tickets, live chat or email support is highly regarded.
• Good knowledge of motorcycles. In-depth mechanical knowledge is a bonus.
• Excellent phone manner, and the ability to build and keep customer relationships.
• Excellent written and spoken communication skills, including clear and friendly written replies.
• Strong attention to detail and a professional approach.
• Good level of computer literacy. Experience with helpdesk or ticketing systems, e-commerce platforms or ERP systems is an advantage.
• Strong organisational skills, with the ability to prioritise a busy ticket queue and phone load.
• A can-do attitude, a strong work ethic and the ability to stay calm under pressure.
• A team player who knows that teamwork and communication are essential in a growing business.

Why Join Us?

At Whites Powersports, you'll be part of a business that values innovation, teamwork and personal development.

We offer:

• Competitive salary packageplus performance bonus
• Ongoing training and career development opportunities
• The opportunity to work with leading motorcycle and powersports brands
• The chance to combine your customer service skills with your passion for motorcycles
• A supportive and collaborative team culture
• Modern, purpose-built facilities
• Regular team events and social activities
• Generous employee product discounts
• The opportunity to contribute to the continued growth of an Australasian market leader

Our culture

Our people are central to our success. We are guided by four core values:

• Having Fun: Be committed to getting the job done to the highest level whilst having and creating fun along the way.
• Acting in the Spirit: We treat all relationships with respect, integrity and compassion.
• Always Learning: Be committed and open to learning, always. We are never all-knowing, and life never stops teaching.
• Passion for Powersports: We are genuinely passionate about motorcycles, riding and the powersports industry.

Ready to Ride With Us?

If you're a customer service superstar ready to expand your skills across multiple e-commerce platforms while working with some of the best-known brands in powersports, we'd love to hear from you.

Please note: Only shortlisted applicants will be contacted.