Customer Service Representative I

What We Do

FOX Factory designs, engineers, manufactures and markets performance-defining products and systems for customers worldwide. Our premium brand, performance-defining products and systems are used primarily on bicycles, side-by-side vehicles, on-road vehicles with and without off-road capabilities, off-road vehicles and trucks, all-terrain vehicles, snowmobiles, specialty vehicles and applications, motorcycles, and commercial trucks. Some of our products are specifically designed for and marketed to a variety of leading cycling and powered vehicle original equipment manufacturers ("OEMs"), while others are distributed to consumers through a global dealer and distribution network. Fox Factory Holding Corp. is the holding company of FOX Factory, Inc. and is publicly traded (FOXF) on Nasdaq.

Why you should join us

Not only do we provide competitive wages, you will also have access to great benefits and employee

discounts. But more importantly, it's a fun environment where we truly enjoy working as a team and

bringing great products to our customers!

If this sounds like something you would love to do, and a place you want to be a part of, get in touch

with us by submitting your application. We look forward to hearing from you!

Position Summary:

As a Customer Service Representative in the bike industry, your role will guide customers and dealers through the FOX experience. Provides professional assistance over the phone/email/Chat with orders, product inquiries, provides lead times, troubleshoots products and provides basic order management information.

Position Responsibilities:

• Understanding customer needs and requirements and provide solutions for product, process, or services.

• Communicate effectively with customers via phone, email, web chat, fax.

• 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.

• Establish positive relations with customers and maintain ongoing relations with current customers.

• Manage and process customer and dealer orders and provide any information related to accounts including specials and promotions.

• Assists with managing new dealer applications/ accounts.

• Potential to work at local events and races.

• Team Collaboration: Collaborate with other departments to resolve issues and improve overall customer experience.

Specific Knowledge, Skills or Abilities Required:

• Product Knowledge: In-depth knowledge of bikes, accessories, and the cycling industry.

• Clear communication skills, effective listening, shows empathy, ability to use positive language, displays self-control & patience.

• Ability to multi-task, prioritize and manage time effectively.

• Attentiveness and attention to detail required. Basic 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.

• Accountability: Takes personal responsibility for the quality and timeliness of work and strives to exceed requirements.

• Positive Attitude: Maintain a positive and professional demeanor in all customer interactions.

Position Qualifications:

Education:

HS Diploma or GED

Experience:

Understanding of Bicycle 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.

Ability to lift up to 50 lbs. if working an event.

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.

Note:

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.

Fox offers an excellent compensation package and wide-ranging opportunities for professional development. Medical, Dental, Vision, Health Spending and Dependent Care Savings Accounts, Disability and Life Insurance benefit programs are available, as is a 401k plan with employer matching. Eligibility for all benefit programs is defined by the applicable plan document or employee handbook.