Rider support rep - Brisbane

NORCO

The Norco Australia Rider Support Rep provides best in class customer service and technical support to Dealers and Sales Reps on all Norco products. The Rider Support Rep will work collaboratively with Inside/Outside Sales Reps and the Brand Manager for Australia to support Norco Australia’s dealer base in all facets of after sales, including processing warranties and ensuring adequate supply of support parts. The Rider Support Rep’s role is critical in upholding Norco’s no rider down commitment to its customers. 

 We welcome applications from individuals of all backgrounds and identities. We believe in fostering a diverse and inclusive workplace where everyone’s unique perspectives and talents contribute to our success. We encourage candidates from underrepresented groups to apply as we strive to build a team that reflects the diversity of the communities we serve. Your voice matters here, and we are committed to creating an environment where everyone feels valued, respected, and empowered to thrive.

Key Responsibilities: 

• Respond in a timely, professional, and positive manner to all inquiries regarding Norco products and services, including but not limited to, product availability inquiries, product information, shipping status, warranty/returns.  

• Ensure accuracy of orders, RMAs, and other related transactions. Notify customers accordingly and resolve issues. 

• Process returns/warranties using codes to categorize reason for return. 

• Proactively communicate persistent quality control issues within the rider support team and to cross-functional teams as necessary 

• Establish and maintain positive working relationships with Norco Australia’s dealer base. 

• Pick and pack support parts orders for shipment to dealers. 

• Troubleshoot, repair, and build bikes as needed. 

• Provide special events and technical support where needed 

Qualifications  

• 2 years of relevant experience within the bike industry. 

• Bicycle mechanic skills, e-bike and suspension certifications preferred 

• Post-Secondary education. 

• Strong organizational and problem-solving skills, flexibility, ability to multitask. 

• Ability to work independently and with a team. 

• Familiarity with Norco products or with the cycling industry is a plus. 

• Good computer skills with spreadsheets, word processing, and MS Office Suite. 

• Ability to maintain excellent attendance and punctuality.