Gear Advisor

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

1. Fielding inquiries regarding product specifications, performance, application, pricing, and availability as well as providing historical information for all FMIC brands.
2. Evaluate and troubleshoot possible product performance issues.
3. Facilitate consumer product returns.
4. Place orders in SAP for parts and replacement products required to resolve defective product issues.
5. Track orders and shipments, also in SAP, and online through all carriers.
6. Guide consumers, when necessary, to resources like Authorised Fender Dealers for physical repairs.
7. 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.
8. 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.
9. Assist with our online store. You’ll receive and respond to customer communications in all available media in a professional and courteous manner.
10. Handle customer enquiries regarding Fender Play, Tone and other apps/services available to users on the website.
11. Respond to technical enquiries relating to all FMIC brands.
12. Ad-hoc projects as required.

Essential Skills/Experience

1. Be able to communicate fluently in English and one other EU language (French / German / Spanish / Italian).
2. Established experience in a musical instruments retail sales &/or customer service contact centre role.
3. Extensive technical knowledge of all FMIC product lines.
4. Demonstrated ability to explain more complex or technical information to a broad-based audience, possibly with less knowledge.
5. Read technical specifications and drawings for FMIC products.
6. Experience working with MS Office products - Excel, Word, and Outlook at a minimum.
7. Strong written and verbal communication skills.
8. Strong sense of team-orientation.

Desirable Skills/Experience

1. Experience with CRM and Chat platforms in a Customer Service environment preferred.
2. Experience with Zendesk platform preferred.
3. SAP experience preferred but not required.
4. Experience of working in an office environment.
5. Ability to develop and maintain professional working relationships.
6. Experience of working in a customer service driven environment.
7. Excellent knowledge of FMIC product lines.