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, qualified 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 (Sydney)
🏢 FOX Factory
📍 Sydney