About the role
Key Purpose of the Job
Fender EMEA has an exciting opening for a Customer Service Advisor, based in our East Grinstead office. You will join a team of Dealer Support Advisors who collectively provide coverage across all of Europe. In this role, you will support our established dealer network and the Business Development Managers (BDMs) via email and the Fender dealer portal. The role also extends into our Consumer Relations team, where you will assist Spanish-speaking consumers via phone, email and chat.
Main Responsibilities
Dealer Support
- Act as the primary point of contact for dealer service queries across Europe via email and the Fender dealer portal.
- Handle product returns, issue RA numbers and track return status with third-party warehouses and couriers (UPS and freight forwarders) for warranty and non-warranty cases, goods sent in error and marketing stock.
- Raise queries with warehouse partners for shipping errors including incorrect, missing or damaged goods.
- Process credit memo requests from the sales and accounts departments through the returns system.
- Assist BDMs with dealer customer service and stock issues.
Consumer Relations Support
- Provide professional sales advice and after-sales support to Spanish-speaking consumers via phone, email and chat, in collaboration with the EMEA Consumer Relations team.
General
- Collaborate cross-functionally with eCommerce, Technical, Logistics and Sales teams to resolve issues efficiently.
- Maintain accurate records across all platforms and manage cases through to resolution.
This is an indication of the main responsibilities of the role. The Company reserves the right to amend the content at its discretion.
Person Specification
Essential Skills / Experience / Knowledge
- Fluency in English and Spanish (written and verbal) to a professional standard.
- Proven customer service experience in a phone, and email-based environment.
- Good knowledge of FMIC product lines: guitars, amplifiers, effects pedals and audio software.
- Excellent communication skills, attention to detail and ability to prioritise workload.
- Strong IT skills including Microsoft Word, Excel and Office.
- Ability to work independently and as part of a team, across multiple systems simultaneously.
Desirable Skills / Experience / Knowledge
- Experience supporting a dealer or B2B network.
- Hands-on experience with CRM or ticketing systems (e.g. Zendesk) and order processing software.
- Experience using SAP or a comparable ERP/order management system.
Fender Musical Instruments Corporation is an equal opportunities employer and welcomes applications from people of all backgrounds.