Gear Advisor (Bilingual/Multilingual -FR/IT/ES/DE)

Fender Musical Instruments Corporation; East Grinstead; On-site; GBP 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a passionate Gear Advisor to join their team. In this role, you'll provide exceptional customer service and support, assisting consumers with inquiries about products, troubleshooting issues, and facilitating returns. Your extensive knowledge of musical instruments and technical expertise will be crucial in ensuring customer satisfaction. This dynamic position requires strong communication skills and the ability to work collaboratively with various stakeholders. If you have a love for music and a knack for customer service, this is the perfect opportunity to make an impact in a vibrant company that values creativity and excellence.

Qualifications

• Established experience in musical instruments retail sales or customer service.
• Fluency in English and one other EU language is required.

Responsibilities

• Provide customer service support via phone, email, and print mail.
• Evaluate and troubleshoot product performance issues.
• Assist with online store communications and customer inquiries.

Skills

Customer Service

Technical Knowledge of Musical Instruments

Communication Skills

Problem Solving

Team Orientation

Fluency in English and one other EU language

Education

Experience in Musical Instruments Retail Sales

Experience in Customer Service Contact Centre

Tools

MS Office (Excel, Word, Outlook)

CRM Platforms

Zendesk

SAP

Job description

Fender Musical Instruments Corporation is a world-famous brand with offices across the globe. Fender was born in Southern California and has built a worldwide influence beyond the studio and the stage. A Fender is more than an instrument; it’s a cultural symbol that resonates globally.

As a Gear Advisor, you will be entrusted with the critical responsibility of providing direct communication and customer service support to FMIC consumers via phone, e-mail, and print mail. We’re looking for someone who knows our products inside and out and who can eat, breathe and sing about guitars, amps and accessories all day long. The department provides key support for all service and parts related issues, technical queries and return and repair of FMIC products. A key aspect of the role is being able to provide high standards of customer service and support within Company guidelines.

Main Responsibilities

• Fielding inquiries regarding product specifications, performance, application, pricing, and availability as well as providing historical information for all FMIC brands.
• Evaluate and troubleshoot possible product performance issues.
• Facilitate consumer product returns.
• Place orders in SAP for parts and replacement products required to resolve defective product issues.
• Track orders and shipments, also in SAP, and online through all carriers.
• Guide consumers, when necessary, to resources like Authorised Fender Dealers for physical repairs.
• Coordinate with consumers, Fender dealers, authorised Fender service centres and Fender's Repair Department to resolve customer service and product performance issues/disputes involving defective and damaged product.
• Maintain a call issues and resolutions records database and refer consumers to a myriad of non-FMIC resources to assist with their product, aftermarket parts or informational needs.
• Assist with our online store. You’ll receive and respond to customer communications in all available media in a professional and courteous manner.
• Handle customer enquiries regarding Fender Play, Tone and other apps/services available to users on the website.
• Respond to technical enquiries relating to all FMIC brands.
• Ad-hoc projects as required.
• Be able to communicate fluently in English and one other EU language (French / German / Spanish / Italian).
• Established experience in a musical instruments retail sales &/or customer service contact centre role.
• Extensive technical knowledge of all FMIC product lines.
• Demonstrated ability to explain more complex or technical information to a broad-based audience, possibly with less knowledge.
• Read technical specifications and drawings for FMIC products.
• Experience working with MS Office products - Excel, Word, and Outlook at a minimum.
• Strong written and verbal communication skills.
• Strong sense of team-orientation.
• Experience with CRM and Chat platforms in a Customer Service environment preferred.
• Experience with Zendesk platform preferred.
• SAP experience preferred but not required.
• Experience of working in an office environment.
• Ability to develop and maintain professional working relationships.
• Experience of working in a customer service driven environment.
• Excellent knowledge of FMIC product lines.

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