Service Operations Specialist I

5 months ago

Spanish Springs, United States Fox Factory Full time

Position Summary

:

The Service Ops I – Data Processor will be responsible for the processing of all Services (Warranty and Paid) that are completed by the Bike Service department This individual will be a crucial member of the Service Ops team ensuring that all transactions between the Bike Service department and their customers are able to be billed and correctly shipped each business day.

Key Objectives:

Must have all shipments processed and ready for final packaging by 2:30 pm cutoff time each day. Always be professional with proper written and oral communications. Maintain a clean and organized work area. Advise Service Manager or TCSR Supervisor of any issues that come up that interfere with your ability to perform your job. Proper handling and protection of Customer’s credit card information as proposed by Fox Finance department.

Job Responsibilities:

Review each Service Transaction to ensure accuracy as far as pricing is concerned Ensure that Credit card information is accurately inputted into the CC module in Oracle for each transaction. Ensure that all data is properly inputted into the proper fields in both the Service Request form and in Order Management, so that no Oracle Errors are present and inhibit the ability to complete the Service transaction and ship the product back to its owner. Work with Service Ops team to eliminate any reasons why a service transaction cannot be shipped back to a customer Maintain a safe work environment by adhering to all safety regulations within the department.

Specific Knowledge, Skills or Abilities Required:

Ability to work within the Microsoft Office programs. ERP Data Base experience & Oracle Experience is a plus. Attention to detail is a must. Multi-Tasking is a must. Good written and verbal communication skills. Ability to decipher last minute requests placed upon you, in order to transact a Service performed by the Service department. Understand and execute detailed instructions given by Manager, Supervisor, and team members.

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:

HS diploma or equivalent

Experience: 

No experience required, but 1+ years of experience in a service/administrative environment preferred

General bike industry experience, including knowledge of mountain bike components, a plus

Work Environment and Physical Requirements:

Office/Service Center Environment

Ability to sit for long periods of time

Vision abilities required to validate and enter data on computer

Lift up to 25 lbs. regularly

Requires walking, standing, bending and lifting for long periods of time

. 

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. 

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