Customer Success Representative II
Job title: Customer Success Representative II in Irvine, CA at Fox
Company: Fox
Job description: 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 Sales Operations & Customer Success team, by contrast, proactively works with customers to understand their needs and helps them find success with FOX® and SHIFT® products.As a Customer Success Representative II, you will provide sales support, customer service, and manage orders for an assigned territory of Sales Representatives and Fox Authorized Wholesale Dealers. As a level II support agent, you will also provide support to Fox E-Commerce consumers when called into action during peak support periods of the year.Essential Functions of this Role:
Support inbound calls, email, and chat from Sales Representatives and Customers; self-manage schedule and coordinate call backs or offline work mode in collaboration with your manager
Manage all support requests for your assigned territory within Service Level Agreements and provide overflow support for other territories when required to help the team achieve daily service goals
Traditional support requests include, but are not limited to order entry support, order status, order adjustments, delivery block management, backorder inquiries, stock checks, quotes, warranty claims, return requests, and invoice inquiries
Proactively manage open orders to help our sales team focus on selling and not operations; ensure timely conversion of orders to our distribution centers in accordance with allocation and fulfillment guidelines
Familiarization with all sales and promotions to ensure all orders are priced accurately prior to shipping
Collaborate with Accounts Receivable to release orders in accordance with our credit management policies; correspond with dealers on credit card and open account application requests
Partner with sales to notify customers of late supply or issues preventing on-time fulfillment and propose item substitutions when required
Build strong relationships with internal and external stakeholders to provide exceptional support to surprise and delight our customers with every engagement
Assess customer needs and opportunities; suggest how we can meet these requirements to help our customers be successful with Fox and Shift products
Attain an intricate level of Product Knowledge and a working knowledge of Fox and Shift Brands, History, Image, Mission, and Values
Support outbound call campaigns, lead generation, and sales programs 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
Work from Home/Remote – temporary
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
Expected salary:
Location: Irvine, CA
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Company: Fox
Job description: 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 Sales Operations & Customer Success team, by contrast, proactively works with customers to understand their needs and helps them find success with FOX® and SHIFT® products.As a Customer Success Representative II, you will provide sales support, customer service, and manage orders for an assigned territory of Sales Representatives and Fox Authorized Wholesale Dealers. As a level II support agent, you will also provide support to Fox E-Commerce consumers when called into action during peak support periods of the year.Essential Functions of this Role:
Support inbound calls, email, and chat from Sales Representatives and Customers; self-manage schedule and coordinate call backs or offline work mode in collaboration with your manager
Manage all support requests for your assigned territory within Service Level Agreements and provide overflow support for other territories when required to help the team achieve daily service goals
Traditional support requests include, but are not limited to order entry support, order status, order adjustments, delivery block management, backorder inquiries, stock checks, quotes, warranty claims, return requests, and invoice inquiries
Proactively manage open orders to help our sales team focus on selling and not operations; ensure timely conversion of orders to our distribution centers in accordance with allocation and fulfillment guidelines
Familiarization with all sales and promotions to ensure all orders are priced accurately prior to shipping
Collaborate with Accounts Receivable to release orders in accordance with our credit management policies; correspond with dealers on credit card and open account application requests
Partner with sales to notify customers of late supply or issues preventing on-time fulfillment and propose item substitutions when required
Build strong relationships with internal and external stakeholders to provide exceptional support to surprise and delight our customers with every engagement
Assess customer needs and opportunities; suggest how we can meet these requirements to help our customers be successful with Fox and Shift products
Attain an intricate level of Product Knowledge and a working knowledge of Fox and Shift Brands, History, Image, Mission, and Values
Support outbound call campaigns, lead generation, and sales programs 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
Work from Home/Remote – temporary
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
Expected salary:
Location: Irvine, CA
Apply for the job now!
Apply Now