Customer Service Representative

What We Do

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.

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Why you should join us

Not only do we provide competitive wages, you will also have access to great benefits and employee discounts. But more importantly, it’s a fun environment where we truly enjoy working as a team and bringing great products to our customers!

If this sounds like something you would love to do, and a place you want to be a part of, get in touch with us by submitting your application. We look forward to hearing from you!

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

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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 Frida