Position Summary:
Customer Experience (CX) is the overall experience of a customer with a company, based on all interactions before, during and after the purchase of a product or service. At Fox CX encompasses 3 pillars, Customer Service, Technical Support, and After-Sales Service.
Position Responsibilities:
Understanding customer needs and requirements and provide solutions for product, process or services
Understand the off-road industry including products, services, trends and competitors
Communicate effectively with customers via phone, email, web chat, fax
Powersports and Truck phone queue support
Process Retail Sales Orders
Sales order support for Race and Service
Use expert product knowledge to offer product advice and alternatives to customers in their preferred choice of product based on their needs and desired outcomes
Demonstrate the methods (use-cases) of using products to resolve customer queries
Establish friendly relations with customers and maintain ongoing relations with the customers
Utilize data driven Key Performance Indicators to gauge, measure, Dealer and Consumer sentiment and surveys: i.e.
Customer Satisfaction (CSAT)Score
Net Promoter Score(NPS) Survey
Customer Effort Score (CES) Survey
Liaise with internal teams such as marketing, sales, product management, account management, AR, AP to ensure that gaps in the customer experience- irrespective of where they occur in the journey – are plugged
Raise red flags wherever the business process – billing, process, services or anything pre or post sales – needs correction to ensure the customer has a seamless experience with Fox. Always strive to be transparent and Easy-To-Do-Business With (ETDBW).
Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered
Work with IT to ensure a seamless brand and buying experience with available technology- be it the brand website,B2C tools, B2B tools, or a self-service app
Specific Knowledge, Skills or Abilities Required:
Strong phone presence and excellent listening and communication skills are a must
Experience in gathering and interpreting customer experience information
Strong organizational and follow up skills.
Ability to multi-task, prioritize and manage time effectively
Must be able to follow deadlines and work under pressure.
Meticulous attention to detail and accuracy customer orders/requests.
Ability to establish and meet deadlines.
Flexibility and the ability to thrive in a fast-paced environment.
Intermediate to advanced MS Office expertise (emphasis on Excel).
Competencies:
Customer Mindset: Exceptional customer experience is primary focus while performing job duties. Quality is a top priority.
Adaptability & Innovation: Proactively and willingly adapts to changing business needs and conditions and presents creative and fresh ideas on how to solve problems, gain efficiencies and improve quality.
Relationship Building: Builds constructive working relationships characterized by a high level of inclusion, cooperation and mutual respect.
Accountability: Takes personal responsibility for the quality and timeliness of work and strives to exceed requirements.
Decision Making and Judgment: Makes timely, informed decisions that take into account the facts, goals, constraints and risks.
Talent Development (Self and Others): Displays an ongoing commitment to learning and self-improvement; making an effort to acquire new knowledge or skills associated with job responsibilities. Willingness to work with others and coach/teach in effort to develop and support other employees’ development.
Position Qualifications:
Education:
Bachelor’s Degree or equivalent experience
Experience:
5-10 years of experience in Customer Support, Technical Support, or After-Sales Services 3-5 years Oracle or ERP experience
Understanding of Off Road, Suspension, and Upfitting industry is a plus
Work Environment and Physical Requirements:
Office environment
Ability to sit for long periods of time
Focused period working on computer and telephone
Disclaimer: This list does not represent all physical demands. Descriptions are representative of those that must be met by employee to successfully perform the essential functions of the job. Reasonable accommodation may be provided to enable individuals with disabilities to perform the jobs’ essential functions.
FOX provides equal employment opportunities for all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, gender identity, sexual orientation, marital status, religion, age, physical disability (including HIV and AIDS), mental disability, results of genetic testing, or service in the military, or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate. We base all employment decisions –including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, layoffs, terminations and social/recreational programs–on merit and the principles of equal employment opportunity.