Customer Service Representative II

SCA Performance, Inc.; Duluth (GA); On-site; USD 34,000 - 52,000; Full time

Job summary

FOX Factory is seeking an entry to mid level Customer Support specialist who guides customers and dealers through the FOX experience. You will learn product lines, respond to inquiries via email, phone, and manage orders in our system.

Responsibilities include identifying customer needs, offering product advice, maintaining dealer relations nationwide, and using CRM and MS Office to ensure accurate order processing.

Qualifications

• Education: HS Diploma or GED.
• Experience: 2+ years of customer service experience.
• Basic understanding of automotive industry and vehicle components.

Responsibilities

• Understand customer needs and provide solutions for product, process, or services.
• Communicate with customers via phone, email, and web.
• Use product knowledge to advise on alternatives based on customer needs and desired outcomes.
• Establish relations with customers and maintain ongoing relations with the dealers.
• Works with vehicle owners, OE manufacturers, and dealerships nationwide.
• Assists smaller dealers and outside sales reps via assigned region.

Skills

Phone customer service

Email etiquette

Order management

CRM software

MS Excel

Attention to detail

Problem solving

Storytelling capability

Flexibility in fast-paced environment

Education

HS Diploma or GED

Tools

CRM software

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‑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!

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, and web
• 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 vehicle owners, OE manufacturers, and dealerships nationwide
• Assists smaller dealers and outside sales reps via assigned region

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
• 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

Position Qualifications:

• Education: HS Diploma or GED
• Experience: 2+ years of experience required CS experience Basic understanding of the automotive industry and vehicle components

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.

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.

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

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.