Customer Service Representative

FOX Factory, Inc.; Baton Rouge, Northern (LA, KY); Hybrid; USD 36,000 - 50,000; Full time

Benefits offered by this job

Medical, Dental, Vision benefits

401k with employer matching

Job summary

FOX Factory, Inc. is seeking an entry to mid level Customer Service professional to guide customers and dealers through the FOX experience. You will learn product line details and follow company processes, responding to inquiries via email, phone, and order management.

Responsibilities include understanding needs, offering product advice, and maintaining dealer relationships across assigned regions and events as needed.

Qualifications

• HS Diploma or GED required.
• 2+ years of experience in a similar role required.
• CS experience preferred.
• Basic understanding of the bike industry, suspension and trends a plus.

Responsibilities

• Understand customer needs and provide solutions for product, process, or services.
• Communicate with customers via phone, email, web chat, or fax.
• Use product knowledge to advise customers and dealers on best options.
• Establish and maintain relations with customers and dealers.

Skills

Phone presence

Active listening

Email etiquette

CRM usage

MS Excel

Organizational skills

Problem solving

Attention to detail

Team communication

Physical ability to lift 45-50 lbs

Education

HS Diploma or GED

Tools

CRM

MS Office

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-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!

Position Summary

Entry to mid level role that guides customers and dealers professionally through the FOX experience. This role will be responsible for learning all the details of product line(s) and following company processes. Corresponds adeptly to customer inquiries via email, phone, and submitting/managing orders.

Position Responsibilities

• Understanding customer needs, requirements and provide solutions for product, process, or services
• Communicate effectively with customers via phone, email, web chat, fax
• 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 relations with customers and maintain ongoing relations with the dealers
• Works with Small OE customers and Society of Automotive Engineers accounts
• Assists smaller dealers and outside sales reps via assigned region
• Processes new dealer applications / creates new accounts on all business platforms
• Follow up leads with potential new customers
• Possibility to work at local events and races

Specific Knowledge, Skills or Abilities Required

• Strong phone presence along with excellent listening skills and email etiquette are a must
• Basic understanding of all order management processes
• Ability to effectively use a CRM and deliver demos/ presentations
• Strong organizational and follow up expertise
• Creative problem-solving skills
• Meticulous attention to detail and accuracy in customer orders/requests.
• Flexibility and the ability to thrive in a fast-paced environment.
• Intermediate to advanced MS Office expertise (emphasis on Excel)
• Story telling capability
• Ability to lift 45-50 lbs. if working an event

Position Qualifications

• Education: HS Diploma or GED
• Experience: 2+ years of experience required
• CS experience
• Basic understanding of the bike industry, suspension and trends a plus

Work Environment and Physical Requirements

Office environment

Ability to sit for long periods of time

Focused period working on computer and telephone

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.

Equal Employment Opportunity

Note: 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.

Benefits

• Medical, Dental, Vision, Health Spending and Dependent Care Savings Accounts, Disability and Life Insurance benefit programs are available, as is a 401k plan with employer matching.
• Eligibility for all benefit programs is defined by the applicable plan document or employee handbook.

Fox offers an excellent compensation package and wide-ranging opportunities for professional development.