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.
Position Summary:
The Customer Service Representative will manage the day-to-day details related to supporting the Fox, Race Face, Easton Cycling, Marzocchi & Ride Concepts dealer base and outside Sales Reps. This includes daily communication (phone, email or social media), fulfilling all the needs and requests for ordering, warranty, and shipping product in a timely and efficient manner.
Position Responsibilities:
Customer service enquiries from bicycle shops across Australia
Internal sales order processing for email, telephone, website and B2B customer orders
Working as a partner with the FOX brand managers, bike shop staff, interstate sales agents and B2C customers
Develop strong relationships with dealer accounts to encourage sales growth and solidify solid brand perception
Attract potential customers by answering product and service questions; suggesting information about other products and services in a professional and positive manner
Respond effectively to customer and dealer inquiries to ensure good business relations and satisfied customers
Resolve customer requests via phone, email, mail, and/or social media
Assist with placement of dealer and consumer orders (including assistance to the inside/outside sales team with purchase orders, order organizing, and the monitoring of inventory)
Work with our dealers and consumers with refunds or exchanges
Analyze data to identify sales and service opportunities
Provide feedback to Sales Manager as needed
Proactively communicate persistent quality control issues within the department and to other departments as necessary
Resolve product problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Recommend potential products or services to management by collecting customer information and analyzing customer needs
Prepare product or service reports by collecting and analyzing customer information
Contribute to team effort by accomplishing related results as needed
Provide special events and technical support where needed in season
Analyze data to identify sales and service opportunities
Specific Knowledge, Skills or Abilities Required:
Strong communication skills, professional and friendly phone manner
Ability and attitude to gain a deep technical knowledge of our range of brands
Robust system skills and prior experience with Microsoft Office products
Passion for cycling and mountain biking
Sound time management skills
Ability to work under pressure and achieve deadlines
Competencies:
Customer Mindset: Exceptional customer experience is primary focus while performing job duties. Quality is a top priority.
Adaptability & Innovation: Proactively and willingly adapts to changing business needs and conditions and presents creative and fresh ideas on how to solve problems, gain efficiencies and improve quality.
Relationship Building: Builds constructive working relationships characterized by a high level of inclusion, co-operation and mutual respect.
Accountability: Takes personal responsibility for the quality and timeliness of work and strives to exceed requirements.
Decision Making and Judgment: Makes timely, informed decisions that take into account the facts, goals, constraints and risks.
Talent Development (Self and Others): Displays an ongoing commitment to learning and self-improvement; making an effort to acquire new knowledge or skills associated with job responsibilities. Willingness to work with others and coach/teach in effort to develop and support other employees’ development.
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