Customer Service Representative Lead
Description
An American icon, Fender was born in Southern California and has built a worldwide influence extending beyond the studio and the stage. A Fender is more than an instrument; it’s a cultural symbol that resonates globally.
Fender Music Corporation was founded in April 2015 as FMIC's Japan subsidiary and headquarters for the Asia Pacific region. Based in Tokyo, Fender Music Corporation is responsible for product sales, quality control, customer support, promotion, and the overall marketing of FMIC brands. It also develops and markets original Fender products in Japan and provides a variety of businesses and services to meet the needs of all players at home and
abroad.
Fender Music Corporation is seeking a Customer Service Representative Lead for our Tokyo/Chiba office. Our brand mission is to accompany each player at every stage with products and brand experiences that fuel the pursuit of musical expression.
Position Summary:
- Our consumers are the reason we’re all here. They’re our first priority and in this position, you will be entrusted with the critical responsibility of providing direct communication and customer service support to FMCJ dealers and consumers via phone, e-mail, fax and print mail. We’re 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.
- You’ll be fielding inquiries regarding product specifications, performance, application, pricing, and availability as well as providing historical information for all FMCJ brands. You’ll be responsible for evaluating and troubleshooting possible product performance issues.
- Our dealers and consumers will look to you to be the expert. You’ll answer questions and recommend solutions. With patience, sensitivity and respect, you will facilitate consumer product returns, place orders in SAP for parts and replacement products required to resolve defective product issues while also tracking orders and shipments, also in SAP, and online through all carriers. You’ll guide consumers, when necessary, to resources like Fender Distribution Center for physical repairs.
- In addition, you’ll coordinate with consumers, Fender dealers, Fender DC and Fender's QI department to resolve customer service and product performance issues/disputes involving defective and damaged products. You’ll maintain a call issues and resolutions records database and refer consumers to a myriad of non-FMCJ resources to assist with their product, aftermarket parts or informational needs.
- You’ll also be responsible for assisting with our online store. You’ll receive and respond to customer communications in all available media in a professional and courteous manner, monitor product returns/exchange processes daily, and create replacement orders for returned/exchanged/lost/damaged product as required. You’ll also research systems and perform account adjustments.
- You are also requested to play a key role in developing and executing added value repair services and consumer royalty programs. In this new challenge, you will need to work closely with Marketing, Logistics, QI and E-Commerce team to design and lead first-class repair and consumer royalty program that will further elevate our brand value as a number one guitar/amp company, and make our customer services level unbeatable.
Requirements
Education and/or Certifications and/or Training:
- Required: University degree
Minimum Professional Experience:
- Minimum 2-years of experience in a musical instruments retail sales &/or customer service role.
Required Skills and Attributes:
- Direct hand's on experience with Fender products through employment, schooling &/or a musical-performance background.
- Extensive technical knowledge of all Fender product lines.
- Previous experience in a phone-based role preferred.
- Experience with CRM and Chat platforms in a Customer Service environment preferred.
- Strong written and verbal communication skills.
- SAP experience preferred, but not required.
- Demonstrated ability to explain more complex or technical information to a broad-based audience, possibly with less knowledge.
- Ability to build a rapport with a customer over the phone.
- Strong sense of team-orientation.
- Excellent detail-orientation and strong organizational skills with a focus on attention to detail.
- Experience working with MS Office products - Excel, Word, and Outlook at a minimum.
- Native level Japanese and business level English proficiency.
- Strong under the pressure
- Positive engagement with others
- Ability to escalate and provide a constructive proposal/suggestion
- Improvement of overall call center operations, call handling quality
- Operator training, coaching and performance analysis of each team member
- Full knowledge of CS operations and secondary handling of complaint calls from dealers and consumers
- Respond to dealers and consumers enquiries within the SLA period and progress management of weekly targets
- Pickup and analyzing feedback from consumers to improve customer satisfaction and company branding
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Fender Musical Instruments Corporation
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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.