Customer Service Representative 1

Customer Service Representative

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 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.