Customer Service Representative

About the Role

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.

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

Qualifications

Education: HS Diploma or GED

Experience: 2+ years of experience required

Skills

• 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
• Basic understanding of the bike industry, suspension and trends a plus

Work Environment

Office environment. Ability to sit for long periods of time. Focused period working on computer and telephone.