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
- 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
- None
- This job operates from the Irvine Headquarters
- Work from Home/Remote – temporary
- 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
- 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
- 40 hours per week
- Availability: 6:00am – 6:00pm depending on shift assignment, territory, and business needs
- Not required; ability to travel with sales representatives may be available