Customer Service Representative

Fender Musical Instruments Corporation is a world-famous brand with offices across the globe. An American icon, Fender was born in Southern California and has built a worldwide influence extending beyond the studio and the stage. A Fender is more than an instrument, it’s a cultural symbol that resonates globally.

We are searching for a Customer Service Representative based in Chiba to support Sales team and retail store by directly communicating with dealers and customers.

Position Summary

• Provide direct communication and customer service support to FMCJ dealers and consumers via phone, e-mail, fax and print mail.
• Respond to inquiries regarding product specifications, performance, application, pricing, and availability as well as providing historical information for all FMCJ brands.
• Evaluate and troubleshoot possible product performance issues.
• Facilitate consumer product returns, place orders in SAP for parts and replacement products and track orders and shipments.
• If necessary, guide consumers to resources like Fender Distribution Center for physical repairs.
• Connect consumers to Fender dealers, Fender DC and Fender's QI department to resolve customer service and product performance issues/disputes involving defective and damaged products.
• Maintain a call issues and resolutions records database and refer consumers to a myriad of non-FMCJ resources to assist with their product, aftermarket parts or informational needs.
• Assist with our online store by responding to customer communications in all available media in a professional and courteous manner, monitor product returns/exchange processes daily, and create replacement orders for returned/exchanged/lost/damaged product as required.
• Maintain the online store system and perform account adjustments.
• Work closely with Marketing, Logistics, QI and E-Commerce team to design and lead first-class repair and consumer royalty program that will further elevate our brand value as a number one guitar/amp company, and make our customer services level unbeatable.

Business Knowledge, Skill Requirements, And Desired Attributes

• Direct hand's on experience with Fender products through employment, schooling and/or a musical-performance background
• Extensive technical knowledge of all Fender product lines
• Previous experience in a phone-based role preferred
• Experience with CRM and Chat platforms in a Customer Service environment preferred
• Strong written and verbal communication skills
• SAP experience preferred, but not required
• Ability to simplify complex/technical matters and provide powerful presentation
• Ability to build a rapport with a customer over the phone
• Team-work oriented
• Attention to details and organized
• Experience working with MS Office products - Excel, Word, and Outlook
• Native level Japanese and working level English proficiency (preferred, but not essential)
• Ability to work under pressure
• Positive attitude
• Ability to escalate and provide a constructive proposal/suggestion

Qualifications

Education and/or Certifications and/or Training:

• Required: University degree
• Minimum 2 years of experience in musical instruments retail sales and/or customer service role
• Japanese (Native level) and English (Advanced level) proficiencies required

About Fender Musical Instruments

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. For more information, visit www.fender.com. FMIC offers a competitive benefits package which includes medical, paid time off, and an equipment purchase program to help you get the band back together. Fender Musical Instruments Corporation is an equal opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, disability, veterans’ status, sexual orientation, or any other protected factor.