Who we are

Founded by surfboard shaping icon Bob McTavish in 1962, McTavish is a surfing lifestyle brand born out of Byron Bay, Australia. Today, alongside son Ben, they draw on almost a century of shared design experience to handcraft a unique range of surfboards. Alongside our iconic boards, we develop and offer a timeless range of apparel and accessories.

At McTavish we create and curate gear to get you out there more often, because you bring the joy of a surf with you onto land.

Who we are after

Our Customer Service Coordinator brings their passion for surf and fashion along with a strong service ethic to provide positive and engaging service experiences for our customers.

Building on the brand’s sense of community, the role is responsible for the responding to consumer feedback and enquiries via socials, emails and website, after-sales customer service and support for our retail and on-line customers, whilst also supporting the wholesale sales effort. You’ll love to keep our customers stoked, and build loyalty by providing outstanding customer experience.

This stoked individual will be naturally at home with people, surrounded by boards, fashion, and surf history.

The specifics

Naturally outgoing

Customer focused

Action orientated - optimistic and solutions-focused

An engaging and clear communicator

Passion for the surfing lifestyle

Surfboard knowledge preferred

Relevant experience in a similar customer service environment

What you’ll be responsible for

Socials, Email & Website Engagement

Respond to consumer enquiries and comments in a timely manner (Gorgias)

Work across the business to answer enquiries

Project the brand personality through positive engagement and language

Retail & eCommerce After-Sales Support

Respond to delivery, product or service issues

Keep surfboard customers updated regarding board manufacturing timeline and delivery

Work with retail staff to create a seamless omni-channel experience

Wholesale Customer Support

Respond to wholesale customer enquiries and comments

Manage Mctavish presence on a trade portal (Brandscope) for wholesale customers

Provide outbound sales and service support to commission reps and trade account base

Loyalty Program

Provide oversight to on-boarding of customers

Work with Marketing & eCom Manager to develop and implement activity

Monitor response to activity

Reporting

Provide regular reports (monthly) on outstanding or recurring issues

Provide insights and learnings and suggestions to improve service levels

Perks

Help shape the future of an iconic Australian surf brand

Ongoing development opportunities in your area of interest as it relates to your position.

McTavish Apparel and Hardgoods annual credit.

Access to McTavish sample sales, discounts on partner brands and events.

Byron Bay based.