About Scott
Scott is a global active lifestyle brand with its roots in Switzerland, designing and developing premium products across cycling, running, winter sports, motorsports and outdoor categories. Our vision is to become the trusted authority in purposeful, consumer-centered innovation and confidence for every rider, runner, skier and explorer.
Across Australia and New Zealand, our business is undergoing an exciting transformation. We are moving beyond our legacy as a traditional multi-brand distributor to build a focused, customer-centric Scott Group business, strengthening our brands, our retail partnerships and the way we support customers across the region.
At the heart of that transformation is a simple ambition: build enduring business and relationships by relentlessly focusing on brand quality, experience, hospitality, community care and constant improvement.
That's where you come in.
The Opportunity
We're looking for a Customer Experience Specialist – Wholesale to join our ANZ Customer Experience team.
Reporting to the Customer Experience Manager ANZ, you'll be one of the key day-to-day connections between Scott and our wholesale channel partners.
This is much more than traditional customer service. You'll build relationships, solve problems, make it easier for retailers to do business with us and take ownership of enquiries from initial contact through to resolution.
You'll help our partners navigate orders, availability, products, accounts and the everyday opportunities of working with a premium active lifestyle brand.
You'll work closely with our Sales, Sales Operations, Supply Chain, Category and Quality teams to connect the dots for customers rather than simply passing problems from one department to another.
And while you'll be based in New Zealand, you'll be part of one ANZ team, supporting wholesale partners across both New Zealand and Australia.
What You’ll Be Doing
Deliver an exceptional partner experience
Be a trusted day-to-day contact for Scott’s retail partners
Respond to retailer enquiries across phone, email and other customer contact channels
Take ownership of enquiries through to resolution
Communicate clearly and proactively, particularly when an issue cannot be resolved immediately
Look beyond the immediate question to understand what our partners are actually trying to achieve
Turn problems into positive customer experiences wherever possible
Support growth
Support retailers with orders, order status, product availability, pricing and account-related enquiries
Monitor open orders and help identify potential problems before they become customer issues
Work with Sales Operations, Supply Chain and other internal teams to resolve order and fulfilment exceptions
Maintain accurate customer and case information in relevant systems
Help partners understand the processes and tools available to interact with Scott
Build relationships
Develop a strong understanding of the retail partners you support and how their businesses operate
Build credibility through responsiveness, accuracy and follow-through
Work closely with Scott’s Business Partners and wider Sales team to create a joined-up experience for retailers
Identify recurring frustrations, improvement opportunities and retailer feedback and bring those insights back into the business
Help create the kind of service experience that strengthens long-term retailer trust and loyalty
Solve problems, don’t just process them
A continuous-improvement mindset is essential in this role. We want people who ask “how can we make this better?”. You’ll be encouraged to:
identify recurring customer pain points
help improve processes and ways of working
contribute to customer journey improvements
create and maintain useful customer-service documentation
identify opportunities for automation and simplification, and
share retailer insights with the teams that can act on them
Develop product expertise
You don’t need to know everything about Scott on day one, but you’ll need the curiosity to learn. You’ll progressively build knowledge across Scott products and categories so that you can confidently help retailers find information, answer everyday product enquiries and connect more technical questions with the right internal specialist.
About you
You may already work in customer service, sales administration, wholesale support, inside sales or account coordination. Industry knowledge is valuable, but your mindset matters more. You’ll ideally bring:
Experience in a customer-facing role, preferably within wholesale, distribution, retail, sporting goods or a related environment
A genuine enjoyment of helping customers and solving problems
Strong written and verbal communication skills
Confidence building relationships with business customers
Excellent attention to detail
Strong organisational skills and the ability to manage multiple enquiries and priorities
Confidence learning and working across business systems
Sound commercial judgement and an understanding that great customer experience and operational discipline need to coexist
An instinct to follow something through rather than simply hand it onwards
A collaborative mindset and the ability to work effectively with colleagues across locations, functions and countries
Experience using ERP, CRM or customer-service platforms will be beneficial. Proven SAP experience and intelligent use of AI tools will be highly regarded.
You’ll probably thrive here if …
You’re the person who notices when something isn’t working and wants to fix it
You don’t believe that saying “I’ve passed it on” means the customer has been looked after
You’re comfortable picking up the phone
You enjoy getting to know customers and understanding their businesses
You’re organised enough to manage the detail, but commercially aware enough to understand the bigger picture
You’re curious about systems, products and processes
And you’re comfortable working remotely while still being an active, visible member of a regional team
How you’ll work
You’ll report to our Customer Experience Manager ANZ and collaborate closely with colleagues across Customer Experience, Sales, Sales Operations, Supply Chain, Category Management, Finance and Quality.
This is a New Zealand-based position, but it isn’t a “New Zealand only” role. Our operating model is increasingly regional, with team members working across both Australia and New Zealand.
Why this role matters
Customer Experience sits at the center of Scott’s ANZ transformation.
We’re investing in stronger customer and post-sale support, while building an organisation around operational excellence, digital enablement, customer-centricity and closer global collaboration.
For our retail partners, those ambitions ultimately become very practical:
Was it easy to get an answer?
Did someone take ownership?
Could I trust the information I received?
Did Scott make it easier for me to run my business and serve my customers?
As a Customer Experience Specialist, you’ll help determine the answer.
Ready to Join Us?
If you’re commercially minded, naturally helpful, comfortable with systems and believe great customer service is about relationships and ownership, not just transactions, we’d love to hear from you.
Bring your curiosity, energy and customer mindset. We’ll help you build the product knowledge.