Customer Service Representative II

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

Benefits offered by this job

Medical, Dental, Vision

401(k) plan with employer matching

Employee discounts

Job summary

FOX Factory, Inc. is seeking an entry to mid level Customer Support professional to guide customers and dealers through the FOX experience. You will learn product lines and follow company processes while handling inquiries via email, phone, and order submissions.

The role emphasizes building relationships with customers and dealers nationwide, utilizing CRM tools, and ensuring accurate order processing in a fast-paced environment. We offer competitive wages and benefits.

Qualifications

• Strong communication and listening skills required.
• Experience handling customer inquiries via phone and email.
• Proficient in using CRM and order-management processes.

Responsibilities

• Guide customers and dealers through the FOX experience.
• Respond to inquiries via email, phone, and web.
• Manage orders and maintain dealer relationships.

Skills

Clear communication

CRM proficiency

MS Excel

Phone etiquette

Education

HS Diploma or GED

Tools

CRM (e.g., Salesforce)

Order management systems

Microsoft Office

Job description

What We DoFOX 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 usNot 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!If this sounds like something you would love to do, and a place you want to be a part of, get in touch with us by submitting your application. We look forward to hearing from you!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 servicesCommunicate effectively with customers via phone, email, and webUse expert product knowledge to offer product advice and alternatives to customers in their preferred choice of product based on their needs and desired outcomesEstablish relations with customers and maintain ongoing relations with the dealersWorks with vehicle owners, OE manufacturers, and dealerships nationwideAssists smaller dealers and outside sales reps via assigned regionSpecific Knowledge, Skills or Abilities Required:Strong phone presence along with excellent listening skills and email etiquette are a mustBasic understanding of all order management processesAbility to effectively use a CRMStrong organizational and follow up expertiseCreative problem-solving skillsMeticulous 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 capabilityPosition Qualifications:Education:HS Diploma or GEDExperience:2+ years of experience requiredCS experienceBasic understanding of the automotive industry and vehicle componentsWork Environment and Physical Requirements:Office environmentAbility to sit for long periods of timeFocused period working on computer and telephoneDisclaimer : 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.