Gear Advisor Emea

**Come and be part of Rock N'Roll History at FENDER**

**Fender Musical Instruments Corporation** ("**FMIC**") is one of the world's leading musical instrument manufacturers, marketers and distributors, whose portfolio of brands includes Fender®, Squier®, Gretsch®, Jackson®, EVH®, Charvel® and Groove Tubes®, among others. Our brand mission is to accompany each player at every stage with products and brand experiences that fuel the pursuit of musical expression. Fender EMEA is a growing team that plays a critical role in the engine that delivers Fender to a global audience. We accompany the legendary brand at every step of the way. 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.

**About the role**

We have a unique opportunity for a Gear Advisor to join our team based at our **Fender EMEA** head office in **East Grinstead**

If you're passionate about making a difference, working with a close knit team, and will enjoy the challenge of working across a European business...this role is for you

**Hybrid Working**

Post COVID-19, Fender is working under a hybrid flexible working arrangement, with most employees working both from home and the office. This means that in most cases, our employees will experience a blend of working from home, or from the office, dependent on what type of role they undertake and the requirements of that role. We encourage leaders to both manage business requirements and offer flexibility where possible.

**Key Purpose of the Job**

**Main Responsibilities**
- Evaluate and troubleshoot possible product performance issues
- Facilitate consumer product returns
- Place orders in AS400 for parts and replacement products required to resolve defective product issues
- Track orders and shipments, also inAS400, 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 non-FMIC 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
- Respond to technical enquiries relating to all FMIC brands
- Ad-hoc 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_**
- 2-years of experience in a musical instruments retail sales &/or customer service contact centre role.
- Extensive technical knowledge of all FMIC product lines.
- Experience with CRM and Chat platforms in a Customer Service environment preferred.
- Experience with Zendesk platform preferred
- SAP experience preferred, but not required.
- Demonstrated ability to explain more complex or technical information to a broad-based 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 team-orientation.
- Excellent detail-orientation and strong organizational skills with a focus on attention to detail.

**_Desirable Skills/Experience/Knowledge_**
- Experience of working in an office environment
- Ability to develop and maintain professional working relationships
- Experience of working in a customer service driven environment
- Excellent knowledge of FMIC product lines
- French and / or German speaking

**Why Work for Fender?**

We offer a range of Company benefits to our employees, and we would love you to join the team
- **Private Medical Cover**

All employees are eligible to join our private health care scheme through salary sacrifice. Employees are eligible to benefit from tax relief of this provision.
- **Learning and Development**

We have an extensive range of courses and Udemy training sessions to enhance your learning We also fund accreditations and externally recognised qualifications.
- **Season Ticket Loans**

If you need a season ticket loan for travel, we offer season ticket loans that cover your travel, and the cost is repaid free from interest.
- **Birthday Voucher**

Every employee receives an employee voucher on their birthday
- **Long Service Awards**

We operate a long service awards that recognises your individual contributions to Fender.
- **Employee Assistance Programme with Health Assured**

Unlimited telephon