FOX Factory, Inc. Hiring for Customer Service Representative at Burnaby, BC Full Time

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:
The Customer Service Representative will manage the day-to-day details related to supporting the Fox, Race Face, Easton Cycling & Marzocchi dealer base and outside Sales Reps. This includes daily communication (phone, email or social media), fulfilling all the needs and requests for ordering, warranty, and shipping product in a timely and efficient manner.

Position Responsibilities:
Develop strong relationships with dealer accounts to encourage sales growth and solidify solid brand perception

Attract potential customers by answering product and service questions, suggesting information about other products and services in a professional and positive manner

Respond effectively to customer, dealer and distributor inquiries to ensure good business relations and satisfied customers

Resolve customer requests via phone, email, mail, and/or social media

Process returns/warranties and complete service requests per department procedures

Assist with placement of orders, refunds, or exchanges

Open customer accounts by recording account information and maintain customer records by updating account information

Analyze data to identify sales and service opportunities

Provide feedback to the Sales Manager as needed

Proactively communicate persistent quality control issues within the department and to other departments as necessary

Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Recommend potential products or services to management by collecting customer information and analyzing customer needs

Prepare product or service reports by collecting and analyzing customer information

Contribute to team effort by accomplishing related results as needed

Provide special events and technical support where needed in season

Analyze data to identify sales and service opportunities

Specific Knowledge, Skills, Abilities and Competencies:
Fluency in English with excellent written and verbal communication

Tech savvy with proficient knowledge of Excel, Word, and PowerPoint

Strong customer service skills

Ability to develop, maintain and nurture client relationships

Strong technical knowledge of Mountain, Road and Cyclocross bicycles

Detail oriented and strong organizational skills

Results oriented, able to multi-task and set priorities

Proven problem-solving ability and sound judgement

Team player and can work independently

Strong sense of urgency and is quick to respond to emergency situations

Shows confidence in situations involving others

Ability to work and thrive in a fast-paced environment under tight deadlines

Professional demeanor

Position Qualifications:
Education:
High school Diploma

Experience:
2 to 3 years’ customer service experience

Work Environment and Physical Requirements:
Office environment

Full-time Monday to Friday

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.