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

📌 Customer Service Representative (New South Wales)
🏢 FOX Factory
📍 New South Wales