Customer Service Representative

Fox Factory Australia Pty Ltd; Australia; On-site; AUD 60,000 - 80,000; Full time

Job summary

Fox Factory Australia Pty Ltd is seeking a Customer Service/Inside Sales representative in New South Wales to handle customer inquiries from bicycle shops and process orders across channels. You will partner with FOX brand managers and dealers to drive sales and maintain strong brand perception.

The role requires 2–3 years of customer experience, a high school diploma, excellent communication, and solid MS Office skills. It is a full‑time, office‑based position with no sponsorship.

Qualifications

• Strong communication and professional phone manner.
• Ability to learn technical product information.
• Proficient with MS Office and systems.
• Experience in customer service preferred.

Responsibilities

• Handle customer inquiries from bicycle shops across Australia.
• Internal sales order processing via email, phone, website and B2B channels.
• Collaborate with FOX brand managers, dealers and sales staff to grow sales.
• Develop relationships with dealer accounts to strengthen brand perception.

Skills

Strong communication

Technical product knowledge

MS Office proficiency

Time management

Customer orientation

Team collaboration

Education

High school diploma

Tools

Microsoft Office

Job description

What We Do

FOX Factory designs, engineers, manufactures and markets performance-defining products and systems for customers worldwide. Our premium brand, performance-defining products and systems are used primarily on bicycles, side‑by‑side vehicles, on‑road vehicles with and without off‑road capabilities, off‑road vehicles and trucks, all‑terrain vehicles, snowmobiles, specialty vehicles and applications, motorcycles, and commercial trucks. Some of our products are specifically designed for and marketed to a variety of leading cycling and powered vehicle original equipment manufacturers ("OEMs"), while others are distributed to consumers through a global dealer and distribution network. Fox Factory Holding Corp. is the holding company of FOX Factory, Inc. and is publicly traded (FOXF) on Nasdaq.

Why you should join us

Not only do we provide competitive wages, you will also have access to great benefits and employee discounts. But more importantly, it’s a fun environment where we truly enjoy working as a team and bringing great products to our customers!

Position Responsibilities

• Customer service enquiries from bicycle shops across Australia
• Internal sales order processing for email, telephone, website and B2B customer orders
• Working as a partner with the FOX brand managers, bike shop staff, interstate sales agents and B2C customers
• Develop strong relationships with dealer accounts to encourage sales growth and solidify solid brand perception
• Attract potential customers by answering product and service questions; suggesting information about other products and services in a professional and positive manner
• Respond effectively to customer and dealer inquiries to ensure good business relations and satisfied customers
• Resolve customer requests via phone, email, mail, and/or social media
• Assist with placement of dealer and consumer orders (including assistance to the inside/outside sales team with purchase orders, order organizing, and the monitoring of inventory)
• Work with our dealers and consumers with refunds or exchanges
• Analyze data to identify sales and service opportunities
• Provide feedback to Sales Manager as needed
• Proactively communicate persistent quality control issues within the department and to other departments as necessary
• Resolve product problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Prepare product or service reports by collecting and analyzing customer information
• Contribute to team effort by accomplishing related results as needed
• Provide special events and technical support where needed in season
• Analyze data to identify sales and service opportunities

Specific Knowledge, Skills or Abilities Required

• Strong communication skills, professional and friendly phone manner
• Ability and attitude to gain a deep technical knowledge of our range of brands
• Robust system skills and prior experience with Microsoft Office products
• Passion for cycling and mountain biking
• Sound time management skills
• Ability to work under pressure and achieve deadlines

Position Qualifications

• Education: High school diploma
• Experience: 2 to 3 years of customer experience preferred.

Work Rights

• Must have work rights for Australia. No sponsorship consideration for this role.

Work Environment and Physical Requirements

• Office environment
• Full-time Monday to Frida