Gear Advisor - German or French speaking
Fender
- East Grinstead, West Sussex
- Permanent
- Full-time
- Fielding inquiries regarding product specifications, performance, application, pricing, and availability as well as providing historical information for all FMIC brands.
- Evaluate and troubleshoot possible product performance issues
- Facilitate consumer product returns
- Place orders in SAP for parts and replacement products required to resolve defective product issues
- Track orders and shipments, also in SAP, 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
- Handle customer enquiries regarding Fender Play, Tone and other apps/services available to users on the website.
- Respond to technical enquiries relating to all FMIC brands
- Ad-hoc projects as required
- Fluent in English & at least one other EU language ideally German or French speaking.
- Established experience in a musical instruments retail sales &/or customer service contact centre role.
- Genuine interest in the technical aspects of all FMIC product lines.
- 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.
- Italian and/or Spanish languages is a nice to have
- Experience with CRM and Chat platforms in a Customer Service environment preferred.
- Experience with Zendesk platform preferred.
- SAP experience preferred, but not required.
- Experience of working in a hybrid role shared between office environment & WFH.
- Ability to develop and maintain professional working relationships.
- Experience of working in a customer service driven environment.
- Excellent knowledge of FMIC product lines.