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

Fender Musical Instruments Corporation; United Kingdom; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the musical instrument industry is seeking a Gear Advisor to provide exceptional customer service and product support to users across various channels. This remote position requires bilingual abilities and extensive knowledge of Fender products to assist customers effectively.

Qualifications

• Established experience in musical instruments retail or customer service.
• Fluent in English and one other EU language (Italian/Spanish/French/German).
• Strong written and verbal communication skills.

Responsibilities

• Field inquiries regarding product specifications and performance.
• Evaluate and troubleshoot product performance issues.
• Assist with consumer product returns and customer communications.

Skills

Customer Service

Technical Knowledge

Bilingual Communication

Attention to Detail

Tools

SAP

Zendesk

MS Office

Job description

Remote UK

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 (Bilingual/Multilingual - IT/ES/FR/DE), 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 (Italian/Spanish/French/German).
• 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.
• Excellent attention to detail and strong organizational skill
• 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.

About Fender Musical Instruments:

Fender Musical Instruments Corporation (FMIC) is one of the world’s leading musical instrument manufacturers, marketers and distributors, whose portfolio of brands includes Fender, Squier, Gretsch, Jackson, EVH, Charvel and Groove Tubes, among others. For more information, visitwww.fender.com . Fender Musical Instruments Corporation is an equal opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, disability, sexual orientation, or any other protected factor.

Apply for this job

*

indicates a required field

First Name *

Last Name *

Email *

Phone *

Resume/CV *

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

LinkedIn Profile

Website

Select...

Are you legally authorized to work in the country you are applying? * Select...

Will you now or in the future require immigration sponsorship for employment visa status? * Select...

We operate a hybrid working model. Are you able to work from the East Grinstead Office 1/2 days per month? * Select...

Do you speak any other EU language?

Please indicate what salary package you are seeking? (numerical entry please) *

When are you available to start? ( Notice Period) *

How did you hear about us? * Select...

If Referral or Other please specify:

PLEASE READ THE FOLLOWING STATEMENTS CAREFULLY: The information I've provided on this application is accurate to the best of my knowledge and subject to verification. Any misrepresentation or deliberate omission of fact in my application will be justification for refusal to employ me or for termination of my employment by Fender Musical Instruments Corporation. If employed, I shall sign the non-compete/confidentiality agreement, if applicable, in which I will agree to protect Fender Musical Instruments Corporation's confidential information. I understand that, if employed, I must at all times comply with Fender Musical Instruments Corporation's standards of work performance and business conduct. Failure to do so can result in termination. I authorize Fender Musical Instruments Corporation to obtain information about me from my previous employers and schools * Select...