Customer Service Representative

Position: Customer Service Representative

Reporting to: Marketing Manager

Bicycle industry leader, the Giant Group, are seeking a vibrant, energetic and motivated individual to join our customer service team. We are looking for an individual who not only shares the passion for cycling, but can relay this in the form of a strong work ethic. The successful applicant will be required to assist our internal sales team delivering a high level of customer service to our national retail network as well as engaging directly with our consumers.

Core responsibilities:

Reporting to the marketing manager, this role will require you to execute the following tasks to a high standard:

– Attend all phone enquiries from external stakeholders in a proficient and timely manner.
– Assist retailers with processing of sales orders, providing tracking, service information and other general enquiries.
– Answer inbound email enquiries within 24 hours.
– Support our external sales team to deliver high levels of service to our retail network.
– Work with our product team to manage and maintain our B2B online ordering portal.

As well as executing customer service tasks to a high standard, this role will require the successful applicant to help manage aspects of our e-commerce program which will require the following:

– Processing of online sales orders each day.
– Communicating with customers, retailers and consumers, to resolve any order issues.
– Processing refunds and returns of online orders.
– Communicating with retailers with respect to any Click & Collect orders that are yet to be collected.
– Managing Crash Replacement program orders and communication with consumers.
– Moderation of online reviews from consumers.

The successful candidate would possess the following attributes and qualifications:

– Deliver a high level of customer service.
– Communicate professionally both verbally and in writing.
– Basic knowledge of bicycle products, previous bicycle industry (retail or wholesale) experience will be viewed favourably but is not essential.
– Have the ability to communicate and liaise effectively and professionally with retailers, consumers and other staff members on a daily basis.
– Maintain a strong work ethic and the ability to work well under pressure.
– Work well in a team environment.
– Be able to multitask and possess strong time management skills.
– Essential computer skills (Microsoft Word, Excel & Outlook).

In return, the Giant Group is offering the suitable applicant the following:

– Full-time employment.
– Industry leading salary package.
– The opportunity to work within a professional, industry leading business.

This role will require the suitable candidate to work full-time from our Australian head office in Mulgrave, Victoria.

All applications will be kept strictly confidential. Apply through Seek directly, or by emailing your resume and cover letter to info@giantbikes.com.au. Applications close Friday, 19th August.

About the Giant Group

The Giant Group was founded in Taiwan in 1972, the group has four cycling brands including Giant, Liv, Momentum and CADEX.

As the world’s largest bicycle manufacturer, we’re at the forefront of bringing innovations to scale. Whether it’s engineering new frameset production techniques or developing shared urban transport solutions, we’re always raising the bar on what people consider possible.

What’s more, we don’t do it alone. We build relationships with our partners, growing from strength to strength because progress is driven by people as much as cutting-edge processes. Our relationships – internal and external – fuel our growth as we push each other to continuously improve. It’s this spirit that inspires us to constantly up the ante.

At the end of the day, we know we can go further. And that’s the most exciting part. By constantly looking to the future and investing in the platforms to make it happen, we unlock new possibilities for the entire cycling industry.