Customer Service Representative - MTB Direct

Adventure Operations Australia; City of Brisbane; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

9-day fortnight

Ongoing training and development

Employee discounts on AO range

Job summary

Adventure Operations Australia, home to MTB Direct®, is seeking a Customer Service Representative to join our Eagle Farm Brisbane team. You will assist riders with product advice, fit, compatibility and servicing, while processing orders and returns behind the scenes.

Ideal candidates have bike industry experience, a passion for mountain biking, and clear written and verbal communication. You will collaborate with the warehouse and eCommerce teams in a fast-paced environment.

Qualifications

• Experience in the bike industry is required.
• Passion for mountain biking, gravel biking or similar.
• Excellent written and verbal communication.
• Strong attention to detail and ability to multitask.

Responsibilities

• Providing advice and guidance to customers on product, compatibility, fit, and servicing via email, and in person
• Order maintenance including edits, cancellations, creation, tracking order progress and shipping, processing returns accurately and in a timely manner
• Managing customer complaints, feedback and concerns as the first point of contact, escalating to the Customer Service Manager where needed
• Flagging website ordering or product issues to the eCommerce team
• Keeping accurate customer records in Gorgais
• Assisting the warehouse team with picking, packing and other duties when needed
• Share your stoke for bikes and getting out on the trails with our customers

Skills

Bike industry knowledge

Customer service experience

Clear written and verbal communication

Multitasking and time management

Tools

MS Office

CRM/ERP systems

Job description

Customer Service Representative - MTB Direct

Adventure Operations Australia – Eagle Farm QLD

Adventure Operations (AO) is a proudly Australian consumer goods company, home to iconic brands including MTB Direct® along with OZtrail®, Companion®, Campfire®, Ozpig®, Jamec Pem®, and Trade Flame®. Some of our brands go back over 80 years, and since AO formed in 2018, we've combined deep product knowledge with a passion for innovation across the Bike, Outdoor, Leisure and Industrial categories.

About the Role

We are growing our MTB Customer Service team, and we are scouting for a new Customer Service Representative who brings genuine industry knowledge and interest.

You will be the first point of contact for riders looking for advice on compatibility, fit, servicing and product questions, while keeping orders, warranty claims and enquiries moving smoothly behind the scenes.

This role relies on real depth of knowledge: the kind that comes from working with bikes, selling bikes or a passion for hitting the trails.

A Day in the Life

• Providing advice and guidance to customers on product, compatibility, fit, and servicing via email, and in person
• Order maintenance including but not limited to edits, cancellations, creation, tracking order progress and shipping, processing returns accurately and in a timely manner
• Managing customer complaints, feedback and concerns as the first point of contact, escalating to the Customer Service Manager where needed
• Flagging website ordering or product issues to the eCommerce team
• Keeping accurate and up to date customer records in Gorgais (customer service platform)
• Assisting the warehouse team with picking, packing and other duties when needed
• Share your stoke for bikes and getting out on the trails with our customers

About You

This one's for the bike people. We need someone who already knows the industry and the sport and can bring that straight into a customer service setting.

• Experience in the bike industry, for example bike shop/retail, workshop experience or as a bike mechanic
• A keen passion for mountain biking or gravel biking. You know your way around a rig, and you can talk gnar, geometry and setup with confidence
• Previous sales or customer service experience is advantageous
• Clear written and verbal communication skills
• Strong attention to detail and ability to multi-task
• Comfortable prioritising and managing your own time across competing tasks
• Willing to get your hands dirty from time to time in the warehouse testing products or packing a few orders
• Confident with MS Office and CRM/ERP systems

What's in It for You

• Work with genuine mountain bike enthusiasts
• Opportunity to work a 9-day fortnight giving you an extra day each fortnight to hit the trails (on completion of probation)
• Ongoing training and development
• Be at the forefront of new and exciting products as they hit the market
• Sick discounts across the entire AO range for employees and family/friends