What are the responsibilities and job description for the Customer Service Representative position at Fender?
As a Customer Service Representative, you will be entrusted with the critical responsibility of providing direct communication and customer service support to FMIC dealers via phone, e-mail, web chat, and print mail. We are looking for someone who knows our products inside-and-out and who can eat, breathe and sing about guitars, amps and accessories all day long. This is a hybrid role based out of our Scottsdale, AZ office.Essential Functions : Manage B2B Dealer Support inquiries via email, phone and chat in a customer-centric call-center environment and ensure resolution in timely mannerDocument all interactions into CRM system according to department guidelines and maintain a high-level of consistency.Follow up and fulfill customer inquiries related, but not limited to, order status, tracking, return authorizations, shipping discrepancies, and credits.Problem-solve and process transactions in SAP.Responsible to meet and maintain team KPI’s, as defined by the direct leaders of the Customer Service teamContinuously learn about Fender products and maintain working knowledge.Provide support to resolve customer service matters through direct telephone conversation and email communications with US, Mexico, Latin America, South America, and Canada based Dealers and Distributors.Enhance relationship between customers and the company.Participate in service-oriented video training, conferences, online events or meetings. Qualifications : A minimum of a high school diploma, or equivalent2-years of experience in a customer service contact center role that includes being held accountable for call and case resolution metricExperience in the Music Industry / Retail or gear knowledge is a plusExperience with CRM and web chat platforms in a call center environment preferredSAP experience preferred, but not required Experience working with MS Office products - Excel, Word, and Outlook at a minimumStrong written and verbal communication skillsStrong sense of team-orientationExcellent detail-orientation and strong organizational skills with a focus on attention to detailAbility to be a very driven self-starter that may be asked to work independently and remotely where applicable
