Job Description
Title: B2B Customer Service Representative
Location: Scottsdale, AZ / Remote US
Fender Musical Instrument Corporation is located in Scottsdale, AZ. ( FMIC ) Within our Dealer Support Team, we are focused on supporting B2B customers, providing a best-in-class experience, and being the knowledge base for our customers. Our team’s mission is to be a part of a successful customer service team that empowers players at every stage worldwide.
An American icon, Fender was born in Southern California and has built a worldwide influence extending beyond the studio and the stage. A Fender is more than an instrument; it’s a cultural symbol that resonates globally.
As a Customer Service Representative, you will be entrusted with the critical responsibility of providing direct communication and customer service support to FMIC dealers via phone, e-mail, web chat, fax and print mail. We are looking for someone who knows our products inside-and-out and who can eat, breathe and sing about guitars, amps and accessories all day long.
About the job:
- Manage B2B Dealer Support inquiries via email, phone and chat in a customer-centric call-center environment and ensure resolution in timely manner
- Document all interactions into CRM system according to department guidelines and maintain a high-level of consistency.
- Follow up and fulfill customer inquiries related, but not limited to, order status, tracking, return authorizations, shipping discrepancies, and credits.
- Problem-solve and process transactions in SAP.
- Responsible to meet and maintain team KPI’s, as defined by the direct leaders of the Customer Service team
- Continuously learn about Fender products and maintain working knowledge.
- Provide support to resolve customer service matters through direct telephone conversation and email communications with US, Mexico, Latin America, South America, and Canada based Dealers and Distributors.
- Enhance relationship between customers and the company.
- Participate in service-oriented video training, conferences, online events or meetings.
What you need:
- A minimum of a high school diploma, or equivalent experience
- Bilingual ability in English and Spanish highly preferred
- 2-years of experience in a customer service contact center role that includes being held accountable for call and case resolution metric
- Experience in the Music Industry/Retail is a plus, but not required
- Experience with CRM and web chat platforms in a call center environment preferred
- SAP experience preferred, but not required
- Experience working with MS Office products – Excel, Word, and Outlook at a minimum
- Strong written and verbal communication skills
- Strong sense of team-orientation
- Excellent detail-orientation and strong organizational skills with a focus on attention to detail
- Ability to be a very driven self-starter that may be asked to work independently and remotely where applicable