Title: Customer Service Sales Specialist
Location: Brookvale, NSW
Employment: Full Time.
Experience: min. 1-2 years
Company Description
Budgy Smuggler is a proudly Australian-owned swimwear brand, with HQ in Sydney. Known for its originality and vibrant designs, the company initially started in a backyard and has since captured the hearts of people around the globe. With a focus on quality, uniqueness and Australia's larrikin humour, Budgy Smuggler offers swimwear for men, women, and kids. The business is run by a passionate and vibrant team committed to spreading joy and providing products that make people feel great about themselves.
Role Description
The Customer Service Sales Specialist delivers exceptional customer service to our inbound Custom Swimwear enquiries channel. They are a problem solver and the role builds the smuggling family through interactions that make people feel good, while promptly solving and converting their enquiries.
The role is responsible for guiding customers from enquiry through to completion of custom swimwear orders. The role combines great customer service with strong sales instincts, working closely with our Design and Production teams to make sure every order runs seamlessly.
Inbound Enquiries & Sales Conversion
Manage all inbound enquiries for custom swimwear orders
Respond to new enquiries quickly, clearly and enthusiastically
Guide customers through the full custom order journey, including:
Understanding requirements and timelines
Submitting design requests
Coordinating revisions
Invoicing and payment follow-up
Confidently convert enquiries into confirmed, paid orders
Customer Journey Ownership
Own each customer relationship from first enquiry through to order completion
Work closely with Design & Production to ensure accurate, timely delivery
Set clear expectations with customers around timelines and next steps
Proactively follow up to keep orders moving forward
KPIs & Performance Expectations
Maintain a 50% conversion rate on inbound enquiries.
First response time: all new enquiries responded to within 18 hours
Ensure "Design Done" status is cleared daily and designs are sent to customers promptly
Maintain a clean inbox - every enquiry receives a response.
Follow-up cadence:
Designs sent → follow up if no response after 3 days
Invoiced → follow up if no response after 3 days
Custom Swimwear Logistics Support
From time to time, you may also be required to assist with getting orders out the door, including:
Collecting completed orders from production
Sorting and preparing orders for dispatch
Sending custom swimwear directly to customers
Customer Feedback & Reporting
Capture customer feedback and identify common questions or friction points
Use insights to help improve the customer experience and sales process
Prepare weekly reports on inbound Custom Swimwear performance, including:
Enquiries received
Designs completed/sent
Invoices issued (quantity & value)
Payments received (quantity & value)
Share insights and improvement ideas with the wider team
Experience / Qualifications
Essential:
Prior Customer Service or Sales Experience.
Fantastic written and verbal communication skills
Proficiency in platforms such as Shopify, Gorgias, (or other CRM platform, e.g. HubSpot), Slack & Gmail.
Fun-loving personality with a passion for making people smile.
Strong communication skills and a quirky sense of humour.
Solves problems promptly
Preferred:
Familiarity with internal customer service process improvement.
Personal Attributes:
Fun-loving personality with a passion for customer happiness.
Good sense of humour and the ability to infuse positivity into any situation.
Strong communication skills to establish a friendly and relatable rapport with customers.
Enthusiasm for swimwear and a deep understanding of our customers' passion for wearing them.
Ability to thrive in a fast-paced and fun-loving environment.