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: