Customer Service Representative

Fender Musical Instruments Corporation team

Description

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 manner Document 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 team
  • Continuously 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.

Requirements

Qualifications
  • A minimum of a high school diploma, or equivalent
  • 2-years of experience in a customer service contact center role that includes being held accountable for call and case resolution metric
  • Experience in the Music Industry/Retail or gear knowledge is a plus
  • Experience with CRM and web chat platforms in a call center environment preferred
  • SAP experience preferred, but not required
  • Experience working with MS Office products - Excel, Word, and Outlook at a minimum
  • Strong written and verbal communication skills
  • Strong sense of team-orientation
  • Excellent detail-orientation and strong organizational skills with a focus on attention to detail
  • Ability to be a very driven self-starter that may be asked to work independently and remotely where applicable

How to apply

Apply via link

Fender Musical Instruments Corporation logo

Fender Musical Instruments Corporation

Since 1946, Fender has revolutionized music and culture as one of the world’s leading musical instrument manufacturers, marketers and distributors. Fender Musical Instruments Corporation (FMIC), whose portfolio of brands includes Fender®, Squier®, Gretsch® guitars, Jackson®, EVH® and Charvel®, follows a player-centric approach to crafting the highest quality instruments and musical solutions across genres. FMIC is dedicated to unlocking the power of music through electric and acoustic guitars, amplifiers, pro audio, accessories and digital products that inspire and enable musical expression at every stage, from beginners to history-making legends.

Job Details

Posted on Jan 20

Scottsdale, AZ, USA

Hybrid

Full time

Junior