Customer Service Representative
Core
Provide direct communication and customer service support to FMCJ dealers and consumers via phone, e-mail, fax, and print mail regarding Fender products.
Role type
Customer Service Representative
Builds
Consumer product returns, orders in SAP for parts and replacement products, and tracks orders and shipments.
Domain
Musical instruments retail and distribution
Deliverable
client delivery
Required skills
Extensive technical knowledge of Fender product lines, ability to simplify complex/technical matters, ability to build rapport with customers over the phone, experience with MS Office products (Excel, Word, Outlook), ability to work under pressure, attention to detail, organized
Preferred skills
Direct hands-on experience with Fender products, previous experience in phone-based roles, experience with CRM and Chat platforms, SAP experience
Technologies
SAP, MS Office (Excel, Word, Outlook), CRM, Chat platforms
Responsibilities
Respond to inquiries regarding product specifications, performance, application, pricing, and availability; evaluate and troubleshoot possible product performance issues; facilitate consumer product returns and place orders in SAP; guide consumers to resources for physical repairs; connect consumers to dealers and QI department to resolve disputes; maintain call issues and resolutions records database; assist with online store communications and account adjustments; collaborate with Marketing, Logistics, QI, and E-Commerce teams.
Seniority
Mid-level, hands-on IC