Customer Success Specialist

AlphaFit is a 100% Australian owned company manufacturing gear for the strength and conditioning, functional fitness and high-performance community. We are a purpose-driven business with a mission to equip all, fit for purpose, live alpha. Our people and our customers are at the heart of our business, and we aim to create a world-class workplace for our people and build strong, long-term partnerships with our customers. We do this by listening to our people and our customers when developing new or improved products, services and experiences that are second to none in quality, design, innovation, and functionality. 

Our dedicated team is passionate about our brand, our products and the exciting plans we have ahead for our growing company.

Why we choose to work at AlphaFit:

• We work as a team to deliver market leading solutions.
• We partner with customers who want us to be part of their excellence targets.
• AlphaFit believes in developing our people.  
• We are community minded and donate to staff and local athletes to promote fitness.
• We have autonomy and accountability in our own roles. 
• We like to deliver on our promise and have fun while we are doing it. 

We have an exceptional opportunity for an experienced Customer Success Specialist to join our team.  This is an important role reporting to the Head of Marketing & Sales and is responsible for ensuring the satisfaction and success of our customers by providing excellent support, and guidance throughout the sales and service delivery, whilst building strong relationships. 

About the role

You would serve as the primary point of contact for customers, helping them with order confirmation, timeframes, custom manufacturing, freight, and installation addressing inquiries, resolving issues, ensuring overall satisfaction, and driving long-term customer loyalty. This is a key role in planning and executing our product, brand and business development projects which drive brand metrics, engagement, and overall revenue.

Responsibilities include:

• Customer Relationship Management - primary contact for customer inquiries, concerns and issues, maintain high customer service levels 
• Onboarding/Fulfilment - guide new customers through the onboarding process and action all sales administrative duties 
• Issue Resolution – address enquiries and resolve issues
• Cross-functional Collaboration - collaborate with internal teams to ensure a seamless and positive customer experience.
• Customer Advocacy - identify opportunities to showcase Customer Success stories and testimonials.
• Repeat Purchase & Upselling - collaborate with the sales team to ensure successful order terms. And identify opportunities for cross-selling or upselling based on customer needs
• Project Management - manage multiple projects simultaneously, ensuring timely delivery of planned outcomes.

You would need to stay up to date on current customer service trends and best practices, industry trends, market conditions, and competitor activities.

About you

To succeed in the role, you will need 

• Proven experience in Customer Success, account management, or similar roles.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Office Suite
• Proficiency in sales tools and software (e.g., Google Reviews, CRM systems, social media management platforms).
• Strong problem-solving abilities and a customer-focused mindset.
• Ability to manage multiple customer relationships simultaneously.
• Excellent time management and organizational skills. 
• Ability to understand customer needs and tailor solutions accordingly.
• Ability to manage multiple projects and meet deadlines.
• Familiarity with product design health and fitness industry is a plus.
• A tertiary qualification in business, marketing, or a related field be an advantage - but not essential.

If this opportunity excites you and you think you fit our culture, apply with your resume and a cover letter. We value diversity and are happy to hear from all applicants.