Customer Service Representative 1

Job summary

Provide professional assistance to customers and dealers via phone, email, and chat regarding orders and product inquiries. Collaborate with other departments to resolve issues and manage dealer accounts and applications.

Job details

What We Do 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. Why you should join us Not only do we provide competitive wages, you will also have access to great benefits and employee discounts. But more importantly, it’s a fun environment where we truly enjoy working as a team and bringing great products to our customers! If this sounds like something you would love to do, and a place you want to be a part of, get in touch with us by submitting your application. We look forward to hearing from you! Position Summary: As a Customer Service Representative in the bike industry, your role will guide customers and dealers through the FOX experience. Provides professional assistance over the phone, email, Chat with orders, product inquiries, provides lead times, troubleshoots products, and provides basic order management information. Position Responsibilities: Team Collaboration: Collaborate with other departments to resolve issues and improve overall customer experience. Understanding customer needs and requirements and provide solutions for product, process, or services Communicate effectively with customers via phone, email, web chat 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 positive relations with customers and maintain ongoing relations with current customers Manage and process customer and dealer orders and provide any information related to accounts including specials and promotions. Assists with managing new dealer applications/ accounts Potential to work at local bike events and races Specific Knowledge, Skills or Abilities Required: Product Knowledge: In-depth knowledge of bikes, accessories, and the cycling industry. Clear communication skills, effective listening, shows empathy, ability to use positive language, displays self-control & patience Ability to multi-task, prioritize and manage time effectively Attentiveness and attention to detail required. Basic to advanced MS Office expertise (emphasis on Excel). Understanding of bicycle suspension and bicycle parts Position Qualifications: Education: High school diploma Experience: Experience in and an understanding of the bicycle industry is a plus Work Environment and Physical Requirements: Office environment Ability to sit for long periods of time Focused period working on computer and telephone Ability to lift up to 50 lbs. if working an event Disclaimer: This list does not represent all physical demands. Descriptions are representative of those that must be met by employee to successfully perform the essential functions of the job. Reasonable accommodation may be provided to enable individuals with disabilities to perform the jobs’ essential functions. FOX provides equal employment opportunities for all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, gender identity, sexual orientation, marital status, religion, age, physical disability (including HIV and AIDS), mental disability, results of genetic testing, or service in the military, or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate. We base all employment decisions –including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, layoffs, terminations, and social/recreational programs – on merit and the principles of equal employment opportunity. Compensation Range $37,960.00 - $51,547.86 CAD The compensation range for this position is specific to the locations listed above and is the range Fox reasonably and in good faith expects to pay for the position taking into account the wide variety of factors that are considered in making compensation decisions, including job-related knowledge; skillset; experience, education and training; certifications; and other relevant business and organizational factors.

What you’ll do

Provide professional assistance to customers and dealers via phone, email, and chat regarding orders and product inquiries. Collaborate with other departments to resolve issues and manage dealer accounts and applications.

Requirements

Requires a high school diploma and in-depth knowledge of the cycling industry and bicycle suspension. Candidates must possess strong communication skills and proficiency in MS Office, particularly Excel.

Benefits

• Competitive Wages
• Employee Discounts

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Attention to detail · Preferred
• Microsoft Excel · Preferred
• MS-Office · Preferred
• Multi-Tasking · Preferred
• Communication Skills · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Order Management
• Product Troubleshooting
• MS Office
• Excel
• Communication Skills
• Time Management
• Attention To Detail
• Bicycle Industry Knowledge
• Conflict Resolution
• Empathy
• Multi-tasking
• Product Knowledge
• Patience
• Self-Control
• Lifting Ability
• Microsoft Excel
• Communication
• Disabilities
• Genetics Testing
• Listening Skills
• Microsoft Office
• Motorcycles
• Multitasking
• Order Management Systems
• Suspension (Vehicle)
• All Terrain Vehicles
• Prioritization
• Detail Oriented

Job areas

• Customer Service & Support
• Sports & Recreation
• Manufacturing
• Retail
• Administrative
• Customer Service Representative
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives

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