Customer Experience Specialist
2 weeks ago
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: Understand 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, and 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 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 them. Utilize data-driven Key Performance Indicators to gauge, measure, Dealer and Consumer sentiment and surveys, such as Customer Satisfaction (CSAT) Score, Net Promoter Score (NPS) Survey, and Customer Effort Score (CES) Survey. Liaise with internal teams such as marketing, sales, product management, account management, AR, and AP to ensure that gaps in the customer experience are addressed. Raise red flags wherever business processes need correction to ensure the customer has a seamless experience with Fox. Collect, track, and analyze customer feedback and suggest improvements based on insights gathered. Work with IT to ensure a seamless brand and buying experience with available technology. Specific Knowledge, Skills or Abilities Required: Strong phone presence and excellent listening and communication skills. 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 in customer orders/requests. 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 the primary focus. Adaptability & Innovation: Adapts to changing business needs and presents creative ideas. Relationship Building: Builds constructive working relationships characterized by inclusion and respect. Accountability: Takes personal responsibility for the quality and timeliness of work. Decision Making and Judgment: Makes informed decisions that consider facts and risks. Talent Development: Displays commitment to learning and supports the development of others. 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 periods 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 job’s 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. #J-18808-Ljbffr
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