The Customer Service Rep ensures Norco Australia's dealers, Outside Sales Reps, and Agents are supported with best-in-industry service and after-sales support. The Customer Service Rep is the go-to person for day-to-day operations in their assigned territory, maintaining regular contact with dealers, providing high-end customer service, creating reports, managing customer orders, and driving business. Additionally, the Customer Service Rep works to assist Norco Australia's dealer base in all facets of after sales, including processing warranties and ensuring adequate supply of support parts. The Customer Service 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 product availability, product information, shipping status, and warranty/returns
* Ensure accuracy of orders, RMAs, and other related transactions; notify customers accordingly and resolve issues
* Process and coordinate returns/warranties using proper codes to categorize reasons and facilitate resolution
* 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
* Provide customer service and support to dealers, addressing needs and requests professionally
* Attend to incoming phone calls and resolve customer enquiries in real time
* Communicate daily with Outside Sales Reps/Agents to provide territory updates and ensure dealer needs are met
* Proactively review open orders and reports
* Work to resolve shipping and stock delivery issues
* Drive and close sales in collaboration with Sales Reps/Agents
* Ensure orders are submitted and shipped on time to meet all entry deadlines and shipping windows
Qualifications
* Minimum of 2 years of relevant experience within the bike industry
* Bicycle mechanic skills; e-bike and suspension certifications preferred
* Post-secondary education, preferably in business, and interest in building a career in the bike industry
* Strong organizational and problem-solving skills with flexibility and ability to multitask
* Ability to work both independently and as part of a team
* Familiarity with Norco products or the cycling industry is a strong asset
* Proficient computer skills, including spreadsheets, word processing, and the MS Office Suite
* Consistent attendance and punctuality with the ability to work under pressure
* Outgoing and proactive communicator, comfortable speaking over the phone