Customer Service Representative Lead

Fox Factory • Scottsdale, AZ

9d

About The Position

The Customer Service Representative Lead will act as a bridge between customer support excellence and internal process improvement at Fox Factory. This role supports the training and development of new hires, helps document and refine Standard Operating Procedures (SOPs), manages order workflows in ERP systems, and identifies potential risks in customer experience that may arise from unaddressed issues. This role serves as a point of contact for escalation, interdepartmental communication, and vendor coordination, while helping uphold our high standards of service and operational excellence.

Requirements

• A willingness to provide leadership or supervisory support to the team.
• Strong working knowledge of ERP and order management systems (e.g., Oracle).
• Excellent verbal and written communication skills.
• High attention to detail and accuracy under pressure.
• Proficient in Microsoft Office Suite.
• Capable of multitasking in a fast-paced, evolving environment.
• Strong critical thinking and conflict-resolution abilities.
• High school diploma
• 1–2 years minimum of customer service experience with a strong background in the bike industry.

Responsibilities

• Customer Experience & Support Serve as a knowledgeable resource for product and process-related questions from internal teams.
• Handle complex or escalated customer inquiries with professionalism and a problem-solving mindset.
• Proactively report systemic customer issues or process inefficiencies to leadership.
• Assist in the ongoing development and enforcement of SOPs and best practices.
• Supporting our Key Account Dealers and Inside / Outside Sales Team as needed.
• Training & Leadership Support Assist in training and onboarding new team members.
• Support the Customer Experience Manager in monitoring team performance and identifying development needs.
• Provide guidance and coaching to improve team efficiency and consistency.
• Participate in hiring efforts by providing input during interviews for potential CSR candidates.
• Order Management & Systems Manage customer orders using ERP systems (Oracle preferred).
• Ensure accuracy and timeliness of order entry, changes, and fulfillment.
• Cross-functional Collaboration Act as a liaison between CX, Sales, Finance, Engineering, Warehouse, Ecomm, and external vendors to resolve service and delivery issues.
• Work closely with Finance to support collections and resolve payment issues as needed.
• Provide feedback from customers to relevant departments to aid in product development, marketing campaigns, and policy updates.
• Help coordinate efforts for sales promotions, custom orders, and dealer-specific requests.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED