Position Summary:

The Fox Operations team is responsible for delivering the highest level of service to customers, sales representatives, and sales management to achieve company sales goals. While traditional Customer Service teams help resolve product and order-related issues, the Fox Customer Success team, by contrast, proactively works with customers to understand their needs and help them find success with FOX® and SHIFT® products.

As a Customer Success Representative I, you will provide an unparalleled customer experience that positions Fox as the #1 destination for our riders. Your proactive approach to emails, calls, and chats will create an emotional connection that drives brand love, advocacy, loyalty, and increased lifetime value.

Essential Functions of this Role:

• Support inbound calls, email, and chat from customers
• As the frontline contact for consumers, you will support common inquiries regarding order status, product inquiries and challenges, warranty claims, returns, and general assistance as required

• Assess customer needs and opportunities with patience and consideration; suggest how we can meet these requirements to help our customers be successful with Fox and Shift products

• Self-manage schedule and coordinate call backs or offline work mode in collaboration with your manager
• Partner with your teammates to resolve open tickets within service level targets and daily KPIs

• Attain an intricate level of Technical Product Knowledge and a working knowledge of Fox and Shift Brands, History, Image and Mission
• Familiarization with eCommerce email calendar and upcoming sales and promotions to further inform customers

• Build strong relationships with internal and external stakeholders to provide exceptional support to surprise and delight our customers with every engagement

• Support outbound call campaigns, lead generation, and sales programs as required

• During peak periods of the year, you may be called into action to support Wholesale Customer – Level II inquiries as required
• Other duties and administrative tasks as required

Competencies:

• Goal-oriented, outgoing, motivated, persuasive, able to multi-task and possess a desire to learn
• Ability to work well both independently and as part of a team
• Pleasant personality, professional phone manner and the ability to prioritize tasks is essential
• Excellent communication skills including active listening
• Service-oriented and able to resolve customer grievances
• Proficient computer skills with the ability to learn new software

Supervisory Responsibilities:

• None

Work Environment:

• This job operates from the Irvine Headquarters and is hybrid 3 days in office and 2 from home

Minimum Education and Experience Required:

• A minimum of 2-3 years customer service, inside sales, or retail sales experience is required
• Computer proficiency in Excel, Word and Outlook with strong interpersonal skills required
• Working knowledge of SAP operating system is a plus
• Previous experience with ZenDesk or similar CRM systems is a plus
• Experience within the MX, Bike and Action Sports Lifestyle Industry is a plus

Physical Demands:

• Sitting long periods of time
• Significant manual dexterity for keying in data for long periods of time
• The ability to lift 25-30 pounds when supporting merchandising or promotional programs

Expected Hours of Work:

• 40 hours per week
• Availability: 6:00am – 6:00pm depending on shift assignment, territory, and business needs

Travel:

• Not required; ability to travel with sales representatives may be available

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.