Customer Service Representative I

Fox Factory; Scottsdale (AZ); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Health Savings Accounts

401k with employer matching

Job summary

Fox Factory is seeking an entry-level Customer Support Specialist to guide customers and dealers through the FOX experience. You will answer calls and emails, provide product information, and help with orders and basic troubleshooting.

You will use product knowledge to suggest solutions, build lasting relationships, and support dealers at events when needed. Candidates should have a HS diploma or GED, strong communication, and familiarity with MS Office; bicycle industry knowledge is a plus;

Qualifications

• HS Diploma or GED required.
• Understanding of bicycle industry is a plus.
• Excellent communication and listening skills; patient, empathetic demeanor.
• Proficiency with MS Office, especially Excel; ability to multi-task.

Responsibilities

• Understand customer needs and provide solutions for products or services.
• Communicate with customers via phone, email, web chat, and fax.
• Use product knowledge to offer advice and alternatives.
• Establish and maintain positive relationships with customers and dealers.
• Manage and process orders and provide account information including promotions.
• Assist with new dealer applications or accounts.

Skills

Clear communication

Multi-tasking

Attention to detail

Empathy

Education

HS Diploma or GED

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‑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 level role that guides customers and dealers through the FOX experience. Provides professional assistance over the phone/email with orders, product inquiries, provides lead times, troubleshoots products and provides basic order management information.

Position Responsibilities:

• Understanding customer needs and 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 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 events and races

Specific Knowledge, Skills or Abilities Required:

• 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).

Position Qualifications:

Education:

HS Diploma or GED

Experience:

Understanding of 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 an 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.

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.