Customer Service Advisor

Responsibilities

• Act as the primary point of contact for dealer service queries across Europe via email and the Fender dealer portal
• Handle product returns, issue RA numbers, and track return status with third-party warehouses and couriers
• Raise queries with warehouse partners regarding shipping errors, including incorrect, missing, or damaged goods
• Process credit memo requests from sales and accounts departments
• Assist Business Development Managers with dealer customer service and stock issues
• Provide professional sales advice and after-sales support to Spanish-speaking consumers via phone, email, and chat
• Collaborate cross-functionally with eCommerce, Technical, Logistics, and Sales teams

Requirements

• Fluency in English and Spanish (written and verbal) to a professional standard
• Proven customer service experience in phone and email-based environments
• Good knowledge of guitars, amplifiers, effects pedals, and audio software
• Excellent communication skills and attention to detail
• Strong IT skills including Microsoft Word, Excel, and Office
• Ability to work independently and manage multiple systems simultaneously

Preferred Qualifications

• Experience supporting a dealer or B2B network
• Hands-on experience with CRM or ticketing systems such as Zendesk
• Experience using SAP or a comparable ERP/order management system