Sales & Customer Experience Specialist

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TYPE OF WORK

Full Time

SALARY

AUD$50/day

HOURS PER WEEK

40

DATE UPDATED

Sep 17, 2026

JOB OVERVIEW

Remote | Full-Time | Monday to Friday | 9am-5pm AEST/AEDT

Elite Reformer is an Australian e-commerce business helping people move more, recover well and feel their best through Pilates, fitness and recovery equipment.

We’re looking for a Sales & Customer Experience Specialist to become the main person looking after our customers. You'll be helping someone choose the right Pilates reformer, and making sure they have an experience worthy of a 5-star review after their purchase.

This role has two big goals:
1. Turn customer enquiries into sales.
2. Turn customers into happy customers who want to leave us a 5-star review.

If you're a strong communicator who moves quickly, loves helping customers and can think for yourself instead of waiting to be told what to do, we'd love to hear from you.

YOU'LL BE RESPONSIBLE FOR:
• Responding to sales enquiries across email, phone and live chat.
• Understanding what customers need and recommending the right products.
• Following up warm leads, product enquiries and abandoned checkouts to help convert more sales.
• Building excellent knowledge of our Pilates reformers, fitness and recovery products.
• Looking after customers throughout their order and post-purchase experience.
• Resolving delivery issues, complaints, warranty enquiries and other customer problems.
• Proactively following up happy customers and asking for reviews.
• Managing leads, customer notes and orders accurately in Shopify and our other systems.
• Working with suppliers, warehouses and couriers when needed.
• Spotting problems, inefficiencies and opportunities to improve how we sell and support our customers.

This isn't a role where you'll simply work through a task list. We want someone who can take ownership, use good judgement and keep things moving without needing constant supervision.

YOU'LL BE A GREAT FIT IF YOU...
• Have experience in both sales and customer service/customer experience.
• Are comfortable selling higher-value products and confidently asking for the sale.
• Communicate exceptionally well in written and spoken English - must be written Australian (not American) English.
• Are warm and empathetic with customers while still being commercially minded.
• Learn new products and systems quickly. And remember what you've learned.
• Have excellent attention to detail.
• Are naturally organised and good at juggling multiple priorities.
• Move quickly and don't let important leads or customer issues sit untouched.
• Think through problems and look for solutions before escalating them.
• Communicate proactively and don't need to be chased for updates.
• Are comfortable receiving feedback and continually improving how you work.
• Have e-commerce and Shopify experience - highly regarded.
• An interest or passion for Pilates or fitness is a big plus. If you already do reformer Pilates or have worked within the fitness industry, even better.

WHY JOIN ELITE REFORMER?
• Work remotely: Work from home while being part of an Australian e-commerce business with customers around the country.
• Have genuine ownership: We're a small business, so your ideas won't disappear into layers of management. You'll have the opportunity to help shape our sales processes, customer experience and the way we operate.
• Make a real difference to customers: We're not selling throwaway products. You'll be helping people find equipment that can help them move more, exercise at home, recover better and feel their best.
• See the impact of your work: You'll be close to the numbers and the customers. When you follow-up a lead and close a sale, you'll know it. When you help receive a 5-star review or solve a difficult customer problem and turn their experience around, you'll see that too.
• Learn a lot: You'll build strong knowledge across high-ticket e-commerce, consultative sales, customer experience, Shopify, logistics, fitness equipment and growing an online retail business.
• Grow with the business: We're looking for someone who wants to take on more responsibility over time rather than stay within a narrow job description forever.

WHAT MATTERS MOST TO US
• Ownership. Urgency. Attention to detail. Good judgement. Clear communication. And genuine care for the customer.
• If something needs doing, you act.
• If something doesn't look right, you investigate or flag it.
• If a customer needs help, you take responsibility for getting them an answer.
• And if there's a better way of doing something, we want you to speak up.

HOW TO APPLY
Please complete our application form here: ----------

As part of the application form above, we'll ask: "Why are you interested in working for Elite Reformer, and what makes you the best fit for this role?"
For this question, please just add a link to a max 3 min audio recording explaining your answer in your own words. Please make sure the recording link can be accessed without requesting permission.
This is a first test to check your attention to details!

SKILL REQUIREMENT
Ecommerce Customer Service Sales
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