What are the responsibilities and job description for the Customer Service Representative position at FOX Factory, Inc.?
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!
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!
Customer Service Representative
Marucci Sports, a wholly owned subsidiary of Fox Factory, was founded by two former MLB players and their athletic trainer who began handcrafting bats for some of the best players in the game from their garage in 2004. Fast forward to today, that dedication to quality and understanding of players’ needs has turned Marucci into an All-American success story, the number one bat preferred by players and The Official Bat of Major League Baseball (MLB).
Position Summary:
Marucci Sports is looking for a Customer Service Representative to join our team! You will be responsible for providing professional, friendly and courteous customer support and service by responding to inquiries, resolving issues, and ensuring a positive customer experience. As a key point of contact, the Customer Service Representative will answer incoming calls, emails, and chat messages, offering guidance and support in a friendly and professional manner.
Position Responsibilities:
- Interacts with customers via telephone, email, online chat, or in person to provide support and information on products or services.
- Collects and enters orders for new or additional products or services.
- Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
- Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
- Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
- Performs other related duties as assigned.
Specific Knowledge, Skills or Abilities Required:
- Verbal and written communication skills.
- Interpersonal and customer service skills.
- Sales and customer service skills.
- Excellent communication skills including active listening.
- Service-oriented and able to resolve customer grievances.
- Proficient computer skills with the ability to learn new software.
- Strong analytical and problem-solving skills.
- Ability to function well in a high-paced and at times stressful environment.
- Proficient with Microsoft Office Suite or related software.
Competencies:
- Customer Mindset: Creating an exceptional experience for internal stakeholders and external customers. Focus on quality, timeline and continuous improvement.
- Adaptability: Readily adapts to changing business needs and conditions and presents creative ideas on how to solve problems.
- Innovation: Problem solving efforts that generate better solutions and improved outcomes.
- Relationship Building: Builds constructive working relationships through inclusion, cooperation and mutual respect.
- Accountability: Takes personal responsibility and ownership for deliverables meeting commitments and timelines.
- Decision Making and Judgment: Makes deliberate, thoughtful, data-driven decisions that results in solutions and alternatives. Considers impact of decisions on all stakeholders across organization.
Position Qualifications:
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Education:
- High school diploma or equivalent required.
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Experience:
- At least two years’ related experience required.
Work Environment and Physical Requirements:
While performing the duties of this job, the employee is frequently exposed to fumes or airborne particles, moving parts and vibration. The noise level in the work environment can be loud. It will also require the employee to:
- Work on their feet for prolonged periods, use tools, and perform repetitive actions that entail frequent bending and stooping.
- Must be able to lift up to 50 pounds at a time.
- Visual acuity to read instructions, operate machines, and inspect parts produced.
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.
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