Customer Service Representative

FOX Factory; City of Parramatta; On-site; AUD 55,000 - 75,000; Full time

Job summary

FOX Factory in New South Wales is seeking a customer service specialist to support bicycle shops and B2B customers across Australia. You will handle inquiries by phone, email, and social media, while processing orders and assisting sales teams with stock and invoices.

The role demands strong communication, solid MS Office skills, a passion for cycling, and the ability to work under deadlines in a fast-paced environment. A high school diploma is required.

Qualifications

• Strong communication skills with a friendly phone manner.
• Ability and attitude to gain 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.

Responsibilities

• Customer service enquiries from bicycle shops across Australia via phone, email, mail, and social media.
• Internal sales order processing for email, telephone, website and B2B customer orders.
• Build strong relationships with dealer accounts to encourage sales growth and solidify brand perception.
• Answer product and service questions and suggest related products in a professional and positive manner.
• Resolve customer requests and issues by clarifying the complaint, determining the cause, and expediting resolution.
• Assist with placement of dealer and consumer orders and support the sales team with purchase orders and inventory monitoring.
• Handle refunds or exchanges with dealers and consumers as needed.
• Analyze data to identify sales and service opportunities and provide feedback to Sales Manager.

Skills

Communication skills

Technical knowledge of products

MS Office proficiency

Cycling passion

Time management

Pressure handling

Education

High school diploma

Tools

MS Office

Job description

• 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.