Customer Service & Technical Support Specialist
Bigger Boyz Toyz – Albion Park Rail, NSW
Full-Time Position
Join a growing Australian outdoor equipment company.
Bigger Boyz Toyz is an established Australian business based in Albion Park Rail, specialising in outdoor power equipment, garden machinery, and premium BBQ products. For over a decade we have been supplying customers across Australia through our showroom and online store.
Our product range includes log splitters, mulchers, lawn mowers, chainsaws, water pumps, generators and outdoor BBQ kitchens. Our focus has always been delivering reliable equipment, strong customer support, and practical solutions for homeowners, farmers, contractors and serious DIY users.
As the company continues to grow and expand into new projects and product lines, we are looking for a Customer Service & Technical Support Specialist to join our team and help support our customers across Australia.
This is a great opportunity to join a stable and expanding business where you can develop product knowledge and become a key part of the customer experience.
The Role
This position combines customer service, product support, and order coordination, assisting customers before and after purchase.
You will be the first point of contact for many of our customers and play an important role in maintaining our reputation for helpful, practical support.
The role also requires close collaboration with our warehouse team, ensuring customer expectations, product availability, dispatch timelines and spare parts logistics are clearly aligned. Understanding the practical workflow of warehouse operations and dispatch processes will be important for success in this position.
Key Responsibilities
Customer Support
• Answer inbound phone calls and emails from customers
• Assist customers in selecting the right product for their needs
• Provide product information and guidance
• Respond to website enquiries
Order Coordination
• Process and manage orders through our e-commerce platform
• Confirm stock availability and delivery timelines
• Provide tracking updates and delivery support
Technical Assistance
• Assist customers with basic troubleshooting
• Provide support with product setup, maintenance and operation
• Send manuals, diagrams and support videos when required
Warranty & After Sales Support
• Manage warranty enquiries
• Assess issues using photos or videos
• Coordinate replacement parts and solutions
Spare Parts Support
• Help customers identify spare parts using diagrams
• Process spare parts orders
• Coordinate dispatch with the warehouse team
CRM & Customer Records
• Maintain accurate customer records
• Log interactions and enquiries in HubSpot CRM
What We're Looking For
We are looking for someone who enjoys helping customers, solving problems and working in a practical environment.
The ideal candidate will have:
• Strong communication skills
• Confidence speaking with customers on the phone
• Good computer skills and confidence using online systems and CRM platforms
• Good organisation and attention to detail
• A practical and problem-solving mindset
• Ability to learn product specifications and technical details
Essential
• Customer service experience in an office environment
Highly Valued
• Experience using HubSpot CRM
• Experience in customer service or technical support
• Basic mechanical understanding
• Experience working with tools, machinery, outdoor equipment or similar products
• Experience working alongside warehouse operations or dispatch teams
• Understanding of logistics, stock flow and order fulfilment processes
Systems You May Use
• HubSpot (CRM) – experience desirable
• Shopify (e-commerce platform)
• Email and phone support systems
• Freight booking systems
Training on internal processes will be provided.
What We Offer
• Full-time permanent role
• Friendly and supportive team environment
• Opportunity to grow with the business
• Hands-on product knowledge across a unique product range
• Competitive salary based on experience
Salary guide: $60,000 – $70,000 + Super
Location
Albion Park Rail, NSW
On-site position
Apply Now
If you enjoy helping customers, solving problems and working with practical products, we would love to hear from you.
Please reply with your resume and a short cover letter outlining your experience.