Customer Service Representative

Bapcor; City of Melbourne; On-site; AUD 55,000 - 68,000; Full time

Benefits offered by this job

Diverse career opportunities

Discounts on Bapcor products

Work-life balance policies

Birthday leave

Novated leasing

Job summary

Burson Auto Parts in Preston is seeking a motivated Customer Service Representative to join a dynamic team. You will be the vital link between the business and its customers, delivering exceptional service through inbound inquiries and supporting branch networks.

The role emphasizes proactive sales, tailored solutions, and maintaining a high standard of customer experience. You will build relationships, identify customer needs, and contribute to business growth through upselling, cross-selling,

Qualifications

• Proven experience in customer service and achieving KPIs.
• Strong ability to build customer relationships and drive repeat business.
• Experience in automotive parts, trade sales, customer service, or similar industry desirable.
• Automotive parts knowledge highly regarded.
• Customer service experience essential; call centre experience not required.

Responsibilities

• Resolve enquiries, identify cost-effective solutions, and refer complex issues as needed.
• Accurately record customer interactions, complaints, and actions taken.
• Follow up on customer issues and escalate recurring concerns to appropriate teams.
• Maintain strong product and service knowledge to effectively support customers.
• Identify opportunities to upsell and cross-sell products and services.

Skills

Customer service

Account management

KPI achievement

Customer relationships

Automotive parts knowledge

Job description

Burson Auto Parts is Australia’s preferred Automotive Trade Supplier of Parts, Tools, Accessories & Workshop Equipment.

Australian Owned & Operated, we have over 220 stores nationwide, over 850 delivery vehicles and availability of over 500,000 parts. With first class knowledge and service, we are your local mechanical parts supplier.

You may not have heard of Bapcor, but you will know our brands.

Our businesses – including Burson, Autobarn, Midas, Truckline, BNT and JAS – are inside cars, on four-wheel drives and all over trucks.

We are an ASX listed company whose business spans the end-to-end aftermarket supply chain covering trade, retail, networks and service.

In joining our team, you’ll be welcomed into a supportive business with more than900 locations and 5,000 team members across Australia, New Zealand and Thailand.

We are committed to creating a safe, inclusive environment where our people can thrive and do their best work.

We’re also passionate about our delivering for our customers, and living our values of:

• We do the right thing
• We are in it together
• We give a damn

Job Description

Looking for your next career move? We're seeking an enthusiastic Customer Service Representative to join our friendly team based in Preston. This is a fantastic opportunity to combine your passion for customer service with a rewarding role in a supportive and dynamic environment. The Customer Service Representative is the vital connection between the business and its customers, providing exceptional service through inbound support during peak periods while acting as an extension of the branch network. This role combines outstanding customer service with proactive sales, identifying customer needs, delivering tailored solutions, and ensuring a positive customer experience. By building strong relationships, the representative supports business growth through upselling, cross-selling, lead generation, and promoting sales campaigns. Success in this role requires excellent communication skills, a customer-focused approach, a passion for the automotive industry, and the ability to consistently achieve service and sales targets.

Key Responsibilities:

• Resolve enquiries, identify cost-effective solutions, and refer complex issues where required.
• Accurately record customer interactions, complaints, and actions taken.
• Follow up on customer issues and elevate recurring concerns to the appropriate teams.
• Maintain strong product and service knowledge to effectively support customers.
• Identify opportunities to upsell and cross-sell products and services.

Qualifications

• Proven experience in Customer Service, account management and achieving KPI’s.
• Strong ability to build customer relationships and drive repeat business.
• Experience in automotive parts, trade sales, customer service, or a similar industry is desirable.
• Automotive parts knowledge highly regarded.
• Customer service experience essential; call centre experience not required.

Additional Information

At Bapcor, we focus on what matters most for our customers, team members and the communities we serve. We go the extra mile to get the job done and always live our values.

In joining our team, you can access:

• Diverse career opportunities within the Bapcor Group
• Discounts across Bapcor products and services, including our Retail and Trade brands
• Industry leading policies to support your work/ life balance (gender neutral parental leave, purchase leave, volunteer leave etc…)
• Paid birthday leave
• Novated leasing and more

We pride ourselves on our inclusive work environment, and encourage applications from people of all ages, cultures, gender identity, abilities and backgrounds, providing a recruitment experience that’s fair, free from bias and accessible. If you need to inquire about reasonable accommodation for the application process, please email [emailprotected]