Description

Fender Musical Instruments Corporation is a world-famous brand with offices across the globe. Fender was born in Southern California and has built a worldwide influence beyond the studio and the stage. A Fender is more than an instrument; it’s a cultural symbol that resonates globally.
As a Gear Advisor, you will be entrusted with the critical responsibility of providing direct communication and customer service support to FMIC consumers via phone, e-mail, and print mail. We’re looking for someone who knows our products inside and out and who can eat, breathe and sing about guitars, amps and accessories all day long. The department provides key support for all service and parts related issues, technical queries and return and repair of FMIC products. A key aspect of the role is being able to provide high standards of customer service and support within Company guidelines.
Main Responsibilities
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

Requirements

Essential Skills/Experience
Be able to communicate (written and verbal) in English and one other EU language (French / German / Spanish / Italian).
Established experience in a musical instruments retail sales &/or customer service contact centre role.
Extensive technical knowledge 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 attention to detail and strong organizational skill

Benefits & Perks

Desirable Skills/Experience
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 an office environment.
Ability to develop and maintain professional working relationships.
Experience of working in a customer service driven environment.
Excellent knowledge of FMIC product lines.

This job has expired but you can still explore other open positions from the same company or find new ones from our amazing selection.

Fender Musical Instruments Corporation

Discover more jobs

Since 1946, Fender has revolutionized music and culture as one of the world’s leading musical instrument manufacturers, marketers and distributors. Fender Musical Instruments Corporation (FMIC), whose portfolio of brands includes Fender®, Squier®, Gretsch® guitars, Jackson®, EVH® and Charvel®, follows a player-centric approach to crafting the highest quality instruments and musical solutions across genres. FMIC is dedicated to unlocking the power of music through electric and acoustic guitars, amplifiers, pro audio, accessories and digital products that inspire and enable musical expression at every stage, from beginners to history-making legends.

Job Details

Posted on Mar 11

East Grinstead, England, UK

Full time

Junior