Job Description
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Customer service enquiries from bicycle shops across Australia
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Internal sales order processing for email, telephone, website and B2B customer orders
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Working as a partner with the FOX brand managers, bike shop staff, interstate sales agents and B2C customers
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Develop strong relationships with dealer accounts to encourage sales growth and solidify solid brand perception
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Attract potential customers by answering product and service questions; suggesting information about other products and services in a professional and positive manner
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Respond effectively to customer and dealer inquiries to ensure good business relations and satisfied customers
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Resolve customer requests via phone, email, mail, and/or social media
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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)
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Work with our dealers and consumers with refunds or exchanges
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Analyze data to identify sales and service opportunities
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Provide feedback to Sales Manager as needed
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Proactively communicate persistent quality control issues within the department and to other departments as necessary
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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
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Recommend potential products or services to management by collecting customer information and analyzing customer needs
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Prepare product or service reports by collecting and analyzing customer information
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Contribute to team effort by accomplishing related results as needed
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Provide special events and technical support where needed in season
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Analyze data to identify sales and service opportunities
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Specific Knowledge, Skills or Abilities Required: n
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Robust communication skills, professional and friendly phone manner
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Ability and attitude to gain a deep technical knowledge of our range of brands
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Robust system skills and prior experience with Microsoft Office products
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Passion for cycling and mountain biking
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Sound time management skills
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Ability to work under pressure and achieve deadlines
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Position Qualifications: Education: n
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High school diploma
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Experience: n
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2 to 3 years of customer experience preferred.
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Work Rights: n
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Must have work rights for Australia. No sponsorship consideration for this role.
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📌 Customer Service Representative (Sydney)
🏢 FOX Factory
📍 Sydney