Customer Service Representative

Job Description

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 Friday