Customer Service Representative 1

Fox Factory; Burnaby; On-site; CAD 37,000 - 51,000; Full time

Job summary

A leading cycling product company is looking for a Customer Service Representative to help customers and dealers navigate product inquiries and order management. Candidates should possess strong product knowledge and communication skills, ideally with experience in the bike industry. This position offers a competitive salary and a collaborative team environment, located in Burnaby, Canada.

Benefits

Competitive wages

Employee discounts

Fun team environment

Qualifications

• Experience in and an understanding of the bicycle industry is a plus.

Responsibilities

• Collaborate with other departments to resolve issues and improve overall customer experience.
• Communicate effectively with customers via phone, email, web chat.
• Manage and process customer and dealer orders.

Skills

Product Knowledge

Clear communication skills

Ability to multi-task

Attention to detail

Basic to advanced MS Office expertise

Education

High school diploma

Tools

MS Office (Excel)

Job description

What We Do

FOX Factory designs, engineers, manufactures and markets performance-defining products and systems for customers worldwide. Our premium brand, performance-defining products and systems are used primarily on bicycles, side-by-side vehicles, on-road vehicles with and without off-road capabilities, off-road vehicles and trucks, all-terrain vehicles, snowmobiles, specialty vehicles and applications, motorcycles, and commercial trucks. Some of our products are specifically designed for and marketed to a variety of leading cycling and powered vehicle original equipment manufacturers ("OEMs"), while others are distributed to consumers through a global dealer and distribution network. Fox Factory Holding Corp. is the holding company of FOX Factory, Inc. and is publicly traded (FOXF) on Nasdaq.

Why you should join us

Not only do we provide competitive wages, you will also have access to great benefits and employee discounts. But more importantly, it’s a fun environment where we truly enjoy working as a team and bringing great products to our customers!

If this sounds like something you would love to do, and a place you want to be a part of, get in touch with us by submitting your application. We look forward to hearing from you!

Position Summary

As a Customer Service Representative in the bike industry, your role will guide customers and dealers through the FOX experience. Provides professional assistance over the phone, email, Chat with orders, product inquiries, provides lead times, troubleshoots products, and provides basic order management information.

Position Responsibilities

• Team Collaboration: Collaborate with other departments to resolve issues and improve overall customer experience.

• Understanding customer needs and requirementsand provide solutions for product, process, or services

• Communicate effectively with customers via phone, email, web chat

• Use expert product knowledge to offer product advice and alternatives to customers in their preferred choice of product based on their needs and desired outcomes

• Establish positive relations with customers and maintain ongoing relations with current customers

• Manage and process customer and dealer orders and provide any information related to accounts including specials and promotions.

• Assists with managing new dealer applications/ accounts

• Potential to work at local bike events and races

Specific Knowledge, Skills or Abilities Required

• Product Knowledge: In-depth knowledge of bikes, accessories, and the cycling industry.

• Clear communication skills, effective listening, shows empathy, ability to use positive language, displays self-control & patience

• Ability to multi-task, prioritize and manage time effectively

• Attentiveness and attention to detail required. Basic to advanced MS Office expertise (emphasis on Excel).

• Understanding of bicycle suspension and bicycle parts

Position Qualifications

Education: High school diploma

Experience: Experience in and an understanding of the bicycle industry is a plus

Work Environment and Physical Requirements

Office environment

Ability to sit for long periods of time

Focused period working on computer and telephone

Ability to lift up to 50 lbs. if working at a event

Disclaimer

This list does not represent all physical demands. Descriptions are representative of those that must be met by employee to successfully perform the essential functions of the job. Reasonable accommodation may be provided to enable individuals with disabilities to perform the jobs’ essential functions.

FOX provides equal employment opportunities for all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, gender identity, sexual orientation, marital status, religion, age, physical disability (including HIV and AIDS), mental disability, results of genetic testing, or service in the military, or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate. We base all employment decisions –including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, layoffs, terminations, and social/recreational programs – on merit and the principles of equal employment opportunity.

Compensation Range$37,128 - $50,537 CAD

The compensation range for this position is specific to the locations listed above and is the range Fox reasonably and in good faith expects to pay for the position taking into account the wide variety of factors that are considered in making compensation decisions, including job-related knowledge; skillset; experience, education and training; certifications; and other relevant business and organizational factors.