The Customer Experience Specialist provides primary after sales support to customers with entry of orders, product order status, resolution of problems, shipment scheduling, any concerns related to their order fulfillment. Primary functions include end-to end order management, product delivery, forecast analysis and suggested corrective actions.
Ownership of the Order Management process from receipt, to shipment, to post sales activities
Review customer purchase orders and liaise with customer as required to collect missing information, documentation, and approvals required to complete order.
Responds to customer inquiries including but not limited to pricing, order status and delivery date information.
Responsible for on time delivery of customer shipments for all ready product.
Responsible for all phases of customer orders including order entry, data management, quantity changes, product changes and all order confirmations.
Ownership of the RMA process including follow up on return status inquiries and tracking
Uses all technical tools including EDI, MS-Excel, Oracle, and Forecast tools (i.e. Demantra).
Accountable to support the CX team by accomplishing assigned individual goals.
Respond to requests for information in a timely fashion.
Coordinates / Communicates with Demand Planning on new requirements and changes to ensure demand is correct and complete.
Ensures all work is performed accurately and within audit compliance guidelines.
Support for ecommerce tools for both B2C and B2B. Support includes efficient problem identification, root-cause analysis, and solutioning with exceptional communication skills
ReAmaze: Software for End User Engagement and Follow Up
Yotpo: a full suite of solutions for customer reviews, visual marketing, loyalty, referrals, and SMS marketing.
CRM: i.e. Salesforce.com, Zoho to Administrate and support
Contact Center software to Administrate and Use
7+ years in operations environment with strong knowledge of ERP systems such as Oracle. Strong Microsoft Word, Excel skills required.
Able to manage and influence without authority
Excellent collaboration skills
Excellent technical skills and abilities with ERP, MS Tools including MS-Excel, Work, PowerPoint
Excellent analytical, critical thinking and problem-solving capabilities
Excellent communication skills (verbal and written)
Proven track record as exceptional people leader
Excellent multi-tasker and handles pressure well
Self-Driven and proven track record
Strong business partnering skills
Education: Bachelor’s with 7-10 years’ experience preferred in Business, Communications or Marketing.
About Fox Factory
For over three decades, FOX has been an industry leader in the design and development of high performance shock absorbers and racing suspension products for snowmobiles, mountain bikes, motorcycles, ATVs, UTVs, off-road cars, trucks, and SUVs.In 1974, Bob Fox started racing his products in motocross and we haven't stopped racing since. FOX equipped vehicles and racers have stood atop podiums in every sport we have competed in — from the sands of Baja to the dunes of Dakar.Our team of engineers perform rigorous tests with our athletes year round. The data we collect from performance testing and our application of that knowledge to our product is what separates FOX from every other suspension company.