Supervisor, Sales & Customer Experience

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!

Position Summary:

Provides day-to-day direction and Leadership to a team of Customer Experience and Sales Specialists. Provide operational support for customer’s needs based on all interactions before, during and after the purchase of a product or service. 

Position Responsibilities:

• Ensure all team members receive technical training on all off-road products
• Supports management with sales quotas, targets, and incentive plans.
• Measures sales team progress toward pre-established goals using appropriate sales metrics.
• Enforces sales operations policies and procedures.
• Leads efforts of staff in building and expanding the customer base and relationships with existing customers by directing and supporting collaborative sales efforts.
• Understanding customer needs and requirements and provide relevant solutions for product, process or services 
• Understand the off-road industry and competitors 

• Lead effort to collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered
• Serve as escalation contact for customers when needed
• Lead effort to 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
• Empower team to address Customer Service issues with a reasonable budget for promotional items’…. i.e. Stickers, Hats, simple swag when appropriate

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 efficiency 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.

Specific Knowledge, Skills, Abilities and Competencies:

Strong interpersonal skills

Excellent analytical and problem-solving capabilities

Excellent communication skills (verbal and written)

Proven track record as exceptional people leader

Excellent multi-tasker and handles pressure well

Strong systems background

Position Qualifications:

Education:

Bachelor’s degree preferred. 

Experience: 

3-5 years of experience managing or supervising a Sales or Customer Experience Team in a manufacturing environment. Proven track record of implementing new processes and procedures resulting in improved customer satisfaction and/or cost reductions. Excellent knowledge of MS Office suite and use of MRP or ERP systems. 

Work Environment and Physical Requirements:

Office Environment

Ability to sit for long periods of time

Extended computer exposure

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.

Note:

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. 

Fox offers an excellent compensation package and wide-ranging opportunities for professional development. Medical, Dental, Vision, Health Spending and Dependent Care Savings Accounts, Disability and Life Insurance benefit programs are available, as is a 401k plan with employer matching. Eligibility for all benefit programs is defined by the applicable plan document or employee handbook.

Fox offers an excellent compensation package and wide-ranging opportunities for professional development. Medical, Dental, Vision, Health Spending and Dependent Care Savings Accounts, Disability and Life Insurance benefit programs are available, as is a 401k plan with employer matching. Eligibility for all benefit programs is defined by the applicable plan document or employee handbook.