- 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, skilled 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.

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📌 Customer Service Representative (Parramatta)
🏢 FOX Factory
📍 Parramatta