Address
Form of work
SalaryWhat 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:
Manages all aspects of the Customer Service Department and employees on a day-to-day basis. Plans and schedules work for the most effective utilization of employees, equipment and material within budgetary, cost and quality standards
Position Responsibilities:
- Reviews and manages orders, verifies orders and enters orders into the ERP system
- Develops relationships with customers, inter-office personnel and outside sales reps to promote goodwill and generate new business.
- Follows up with customers and field representatives, then forwards customer questions to appropriate personnel or department.
- Provides sales support in terms of informing customers of sales literature and marketing supplies availability and gets that information to customers quickly when requested.
- Manages Customer Service personnel and all human resources-related issues, such as hiring, training, counseling, disciplining, performance evaluations, incentive plans, conflict resolutions.
- Identifies and resolves department's operation problems.
- Develops and implements standard operating procedures for work and process improvement.
- Work with other departmental heads to improve operating procedures
- Analyzes reports of findings and recommends response to complaints, considering nature and complexity of complaints, requirements, and actions of subordinates to ensure settlements are made correctly.
- Studies schedules and estimates time, cost, and labor estimates for services, and/or completion of job assignments.
- Develops and implements methods and procedures for monitoring work activities, such as preparation of records of expenditures, progress reports, etc., in order to inform management of current status or work activities.
- Analyzes department budget to identify budget needs and/or reductions, and may allocate operating budget's funds.
- Improves Customer Service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
Specific Knowledge, Skills or Abilities Required:
- Excellent conflict resolutions skills especially in dealing with customers, returns, service equipment and service scheduling
- Order management experience and ERP or related tracking systems
- Excellent leadership skills
- Ability to exemplify handling customers and customer complaints
Competencies:
- Customer Mindset: Exceptional customer experience is primary focus while performing job duties. Quality is a top priority.
- Adaptability & Innovation: Proactively and willingly adapts to changing business needs and conditions and presents creative and fresh ideas on how to solve problems, gain efficiencies and improve quality.
- Relationship Building: Builds constructive working relationships characterized by a high level of inclusion, cooperation and mutual respect.
- Accountability: Takes personal responsibility for the quality and timeliness of work and strives to exceed requirements.
- Decision Making and Judgment: Makes timely, informed decisions that take into account the facts, goals, constraints and risks.
- Talent Development (Self and Others): Displays an ongoing commitment to learning and self-improvement; making an effort to acquire new knowledge or skills associated with job responsibilities. Willingness to work with others and coach/teach in effort to develop and support other employees’ development.
Position Qualifications:
Education:
Bachelor’s degree in Business, Marketing or other service related field
Experience:
5+ years of experience managing a Customer Service function in a motor vehicle, bicycle service, automotive parts or manufactured hard goods environment.
Previous call center experience a plus.
Work Environment and Physical Requirements:
Office environment
Ability to sit for long periods of time
Focused period of time working on computer
Want to know more? Check out this video:
https://www.youtube.com/watch?v=y-uG1is1QAQ
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.
Note:
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.
Fox offers an excellent compensation package and wide-ranging opportunities for professional development. Medical, Dental, Vision, Health Spending and Dependent Care Savings Accounts, Disability and Life Insurance benefit programs are available, as is a 401k plan with employer matching. Eligibility for all benefit programs is defined by the applicable plan document or employee handbook.
