Gear Advisor

1 week ago

East Grinstead, West Sussex, United Kingdom Fender Full time

Fender Musical Instruments Corporation is a world-famous brand with offices across the globe
. Fender was born in Southern California and has built a worldwide influence beyond the studio and the stage. A Fender is more than an instrument; it's a cultural symbol that resonates globally.

Main Responsibilities

  • Evaluate and troubleshoot possible product performance issues
  • Facilitate consumer product returns
  • Place orders in SAP for parts and replacement products required to resolve defective product issues
  • Track orders and shipments, also in SAP, and online through all carriers
  • Guide consumers, when necessary, to resources like Authorised Fender Dealers for physical repairs
  • Coordinate with consumers, Fender dealers, authorised Fender service centres and Fender's Repair Department to resolve customer service and product performance issues/disputes involving defective and damaged product
  • Maintain a call issues and resolutions records database and refer consumers to a myriad of nonFMIC resources to assist with their product, aftermarket parts or informational needs.
  • Assist with our online store. You'll receive and respond to customer communications in all available media in a professional and courteous manner
  • Handle customer enquiries regarding Fender Play, Tone and other apps/services available to users on the website.
  • Respond to technical enquiries relating to all FMIC brands
  • Adhoc projects as required
This is an indication of the main responsibilities of the role and the Company reserve the right to amend the content of the role at its discretion

Person Specification

_ Essential Skills/Experience/Knowledge_

  • Fluent in English & at least one other EU language: German, French, Italian and/or Spanish speaking.
  • Established experience in a musical instruments retail sales &/or customer service contact centre role.
  • Genuine interest in the technical aspects of all FMIC product lines.
  • Demonstrated ability to explain more complex or technical information to a broadbased audience, possibly with less knowledge.
  • Read technical specifications and drawings for FMIC products.
  • Experience working with MS Office products
  • Excel, Word, and Outlook at a minimum.
  • Strong written and verbal communication skills.
  • Strong sense of teamorientation.
  • Excellent detailorientation and strong organizational skills with a focus on attention to detail.

_Desirable Skills/Experience/Knowledge_

  • Experience with CRM and Chat platforms in a Customer Service environment preferred.
  • Experience with Zendesk platform preferred.
  • SAP experience preferred, but not required.
  • Experience of working in a hybrid role shared between office environment & WFH.
  • Ability to develop and maintain professional working relationships.
  • Experience of working in a customer service driven environment.
  • Excellent knowledge of FMIC product lines.

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