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Customer service - Sydney


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. 

 

Position Summary:

The Customer Service Representative will manage the day-to-day details related to supporting the Fox, Race Face, Easton Cycling, Marzocchi & Ride Concepts dealer base and outside Sales Reps. This includes daily communication (phone, email or social media), fulfilling all the needs and requests for ordering, warranty, and shipping product in a timely and efficient manner.

 

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

 

Competencies:

  • Customer Mindset: Exceptional customer experience is primary focus while performing job duties. Quality is a top priority.

  • Adaptability & Innovation: Proactively and willingly adapts to changing business needs and conditions and presents creative and fresh ideas on how to solve problems, gain efficiencies and improve quality.

  • Relationship Building: Builds constructive working relationships characterized by a high level of inclusion, co-operation and mutual respect.  

  • Accountability: Takes personal responsibility for the quality and timeliness of work and strives to exceed requirements.

  • Decision Making and Judgment: Makes timely, informed decisions that take into account the facts, goals, constraints and risks.

  • Talent Development (Self and Others): Displays an ongoing commitment to learning and self-improvement; making an effort to acquire new knowledge or skills associated with job responsibilities. Willingness to work with others and coach/teach in effort to develop and support other employees’ development.

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