Fender Musical Instruments Corporation is a world-famous brand with offices across the globe. Fender was born in Southern California and has built a worldwide influence 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 Key Account Advisor who will offer excellent before and after sales / service support to Key Accounts. The goal is to provide a bespoke service, enhancing the customer experience for Key Accounts within EMEA. This role will also provide key support to the relevant Business Development Managers (BDMs) and various internal departments.
Main Responsibilities
- Provide inbound telephone & email support for Key Accounts and BDMs, including:
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- Order entry and maintenance
- Stock availability requests
- Account information updates, including dealership and credit details
- Back order clarification and maintenance
- Product information, including specifications and release dates
- Product returns and warranty issues
- Tracking for orders and returns
- Supporting the further development of the Key Accounts help centre
- Enter and maintain sales orders received. Ensure accuracy of order entry and relay all relevant information (availability, price, estimated delivery) back to the dealer or BDM
- Provide dealers and BDMs with system generated or bespoke reporting of any requested sales and back-order data
- Raise queries with the third-party warehouse for shipping errors including incorrect items received and missing or damaged goods
- Raise credit memo requests from the sales and accounts departments through the returns system
- Collaborate with line manager and various departments to identify and implement process improvements to increase customer satisfaction.
- Build and maintain strong working relationships with business partners.
Essential Skills/Experience
- Proven Customer Service experience
- SAP experience
- Excellent telephone manner
- Good IT Skills including working knowledge of Microsoft Word, Outlook and Excel
- Ability to work as part of a team and on own initiative
- Excellent interpersonal skills and strong customer focus
- Good communication skills, both written and verbal
- Ability to prioritise work and adapt to changing priorities
- Organisational skills
- Attention to detail
- Ability to develop and maintain effective, positive working relationships
Desirable Skills
- Technical knowledge of guitars and amplifiers
- Zendesk Experience
