Customer Service Representative II

Fox Factory•Franklin Springs, GA

3d•Onsite

About The Position

Entry to mid level role that guides customers and dealers professionally through the FOX experience. This role will be responsible for learning all the details of product line(s) and following company processes. Corresponds adeptly to customer inquiries via email, phone, and submitting/managing orders.

Requirements

Strong phone presence along with excellent listening skills and email etiquette are a must
Basic understanding of all order management processes
Ability to effectively use a CRM and deliver demos/ presentations
Strong organizational and follow up expertise
Creative problem-solving skills
Meticulous attention to detail and accuracy in customer orders/requests.
Flexibility and the ability to thrive in a fast-paced environment.
Intermediate to advanced MS Office expertise (emphasis on Excel)
Story telling capability
Ability to lift 45-50 lbs. if working an event
HS Diploma or GED
2+ years of experience required
CS experience
Basic understanding of the bike industry, suspension and trends a plus

Responsibilities

Understanding customer needs, requirements and provide solutions for product, process, or services
Communicate effectively with customers via phone, email, web chat, fax
Use expert product knowledge to offer product advice and alternatives to customers in their preferred choice of product based on their needs and desired outcomes
Establish relations with customers and maintain ongoing relations with the dealers
Works with Small OE customers and Society of Automotive Engineers accounts
Assists smaller dealers and outside sales reps via assigned region
Processes new dealer applications / creates new accounts on all business platforms
Follow up leads with potential new customers
Possibility to work at local events and races