What We Do
FOX Factory designs, engineers, manufactures and markets performance-defining products and systems for customers worldwide. Our premium brand, performance-defining products and systems are used primarily on bicycles, side-by-side vehicles, on-road vehicles with and without off-road capabilities, off-road vehicles and trucks, all-terrain vehicles, snowmobiles, specialty vehicles and applications, motorcycles, and commercial trucks. Some of our products are specifically designed for and marketed to a variety of leading cycling and powered vehicle original equipment manufacturers ("OEMs"), while others are distributed to consumers through a global dealer and distribution network. Fox Factory Holding Corp. is the holding company of FOX Factory, Inc. and is publicly traded (FOXF) on Nasdaq.
Why you should join us
Not only do we provide competitive wages, you will also have access to great benefits and employee
discounts. But more importantly, it’s a fun environment where we truly enjoy working as a team and
bringing great products to our customers!
If this sounds like something you would love to do, and a place you want to be a part of, get in touch
with us by submitting your application. We look forward to hearing from you!
Customer Experience (CX) is the overall experience of a customer with a company, based on all interactions before, during and after the purchase of a product or service. At Fox CX encompasses 3 pillars, Customer Service, Technical Support, and After-Sales Service.
Position Responsibilities:
- Understanding customer needs and requirements and provide solutions for product, process or services
- Understand the off-road industry including products, services, trends and competitors
- Communicate effectively with customers via phone, email, web chat, fax
- Powersports and Truck phone queue support
- Process Retail Sales Orders
- Sales order support for Race and Service
- Use expert product knowledge to offer product advice and alternatives to customers in their preferred choice of product based on their needs and desired outcomes
- Demonstrate the methods (use-cases) of using products to resolve customer queries
- Establish friendly relations with customers and maintain ongoing relations with the customers
- Utilize data driven Key Performance Indicators to gauge, measure, Dealer and Consumer sentiment and surveys: i.e.
- Customer Satisfaction (CSAT) Score
- Net Promoter Score (NPS) Survey
- Customer Effort Score (CES) Survey
- Liaise with internal teams such as marketing, sales, product management, account management, AR, AP to ensure that gaps in the customer experience- irrespective of where they occur in the journey – are plugged
- Raise red flags wherever the business process – billing, process, services or anything pre or post sales – needs correction to ensure the customer has a seamless experience with Fox. Always strive to be transparent and Easy-To-Do-Business With (ETDBW).
- Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered
- Work with IT to ensure a seamless brand and buying experience with available technology- be it the brand website, B2C tools, B2B tools, or a self-service app
Specific Knowledge, Skills or Abilities Required:
- Strong phone presence and excellent listening and communication skills are a must
- Experience in gathering and interpreting customer experience information
- Strong organizational and follow up skills.
- Ability to multi-task, prioritize and manage time effectively
- Must be able to follow deadlines and work under pressure.
- Meticulous attention to detail and accuracy in customer orders/requests.
- Ability to establish and meet deadlines.
- Flexibility and the ability to thrive in a fast-paced environment.
- Intermediate to advanced MS Office expertise (emphasis on Excel).
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:
Bachelor’s Degree or equivalent experience
Experience:
5-10 years of experience in Customer Support, Technical Support, or After-Sales Services 3-5 years Oracle or ERP experience
Understanding of Off Road, Suspension, and Upfitting industry is a plus
Work Environment and Physical Requirements:
Office environment
Ability to sit for long periods of time
Focused period working on computer and telephone
Disclaimer: This list does not represent all physical demands. Descriptions are representative of those that must be met by employee to successfully perform the essential functions of the job. Reasonable accommodation may be provided to enable individuals with disabilities to perform the jobs’ essential functions.
FOX provides equal employment opportunities for all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, gender identity, sexual orientation, marital status, religion, age, physical disability (including HIV and AIDS), mental disability, results of genetic testing, or service in the military, or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate. We base all employment decisions –including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, layoffs, terminations and social/recreational programs –on merit and the principles of equal employment opportunity.
Compensation Range$68,441 - $94,107
The compensation range for this position is specific to the locations listed below and is the range Fox reasonably and in good faith expects to pay for the position taking into account the wide variety of factors that are considered in making compensation decisions, including job-related knowledge; skillset; experience, education and training; certifications; and other relevant business and organizational factors.
What We Do
Fox Factory Holding Corp. is a global leader in the design and manufacturing of premium products that deliver championship-level performance for specialty sports and on and off-road vehicles. Its portfolio of brands, like FOX, Marucci, Method Race Wheels and more, are fueled by unparalleled innovation that continuously earns the trust of professional athletes and passionate enthusiasts all around the world. The Company is a direct supplier of shocks, suspension, and components to leading powered vehicle and bicycle original equipment manufacturers (“OEMs”). The company acquires complementary businesses to integrate engineering and manufacturing expertise to reach beyond its core shock and suspension segment, diversifying its product offerings and increasing its market potential. It also provides products in the aftermarket through its global network of retailers and distributors and through direct-to-consumer channels.
FOX is a registered trademark of Fox Factory, Inc. NASDAQ Global Select Market is a registered trademark of The NASDAQ OMX Group, Inc. All rights reserved.
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