Customer Service Representative

Responsibilities

• Provide direct communication and customer service support to dealers and consumers via phone, email, fax, and print mail
• Respond to inquiries regarding product specifications, performance, application, pricing, and availability
• Evaluate and troubleshoot product performance issues
• Facilitate consumer product returns and place orders in SAP for parts and replacement products
• Connect consumers to dealers and internal departments to resolve disputes involving defective or damaged products
• Maintain call issues and resolutions records database
• Assist with the online store by responding to customer communications and monitoring returns/exchange processes
• Work with Marketing, Logistics, and E-Commerce teams to improve repair and consumer royalty programs

Requirements

• University degree
• Minimum 2 years of experience in musical instruments retail sales or customer service
• Native level Japanese and advanced level English proficiency
• Hands-on experience with Fender products or a musical performance background
• Extensive technical knowledge of Fender product lines
• Proficiency with MS Office (Excel, Word, Outlook)
• Ability to simplify complex technical matters

Preferred Qualifications

• Previous experience in a phone-based role
• Experience with CRM and Chat platforms
• SAP experience

About the Company

Fender Musical Instruments Corporation (FMIC) is one of the world’s leading musical instrument manufacturers, marketers and distributors, whose portfolio of brands includes Fender®, Squier®, Presonus®, Gretsch®, Jackson®, EVH®, Charvel®, Bigsby®, and Groove Tubes®, among others.