FenderCustomer Service
Oversee daily operations of B2B Dealer and customer Support teams, resolve inquiries, and meet KPIs. Requires Japanese and English proficiency, customer service experience, and knowledge of Presonus hardware/software.
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 (Dealer Support & Parts Team)****, based in Shibuya, Tokyo.
Essential Functions:
- Oversee the daily operations of the B2B Dealer and customer Support
- Customer Service teams to ensure resolution of inquiries in a timely manner
- Coordinate and enforce FMIC policies with all Operational Leaders to maintain consistency within the company
- Responsible to meet and maintain KPI’s, as defined by the direct leaders of the Customer Service team
- Testing and user training of internal company software and systems utilized by team
- Dealer Portal-based customer Chat engagement
- Assist to resolve customer service matters escalated through other departments or from external customers
- Reporting of trends and discrepancies regarding issues to appropriate FMIC teams
- Oversee management of non-inventoried parts stocks held by Parts team
- Reporting and analysis on daily/weekly/monthly team activity, along with other reporting as assigned
- Answer dealer/distributor/consumer inquiries as needed
- Owning regular business unit and external FMIC business reviews to ensure consistent flow of information and SLA’s are being met
- Eager to lead or support onsite or offsite product presentations for both dealers and end-users
Qualifications:
- N1 or Native level Japanese, business level English
- Strong knowledge of both Presonus's hardware and software offerings, with extensive Studio One DAW experience
- Strong communication and organizational skills
- Effective time management skills
- Proficient in SAP and B/W
- Proficient in Cisco Webex
- Proficient in all Microsoft office applications
- Working knowledge of Tableau
- Conflict resolution skills
- Must develop expert working knowledge of company policies and procedures
- Preferred: Pro-audio retail experience or the equivalent
- Studio One knowledge preferred
- Preferred: College Graduate
- Minimum of 3 years of customer service experience
About Fender Musical Instruments:
Fender Musical Instruments Corporation (FMIC) is one of the world’s leading musical instrument manufacturers, marketers and distributors, whose portfolio of brands includes Fender®, Squier®, Presonus®, Gretsch®, Jackson®, EVH®, Charvel®, Bigsby®, and Groove Tubes®, among others. For more information, visit www.fender.com. FMIC offers a competitive benefits package which includes medical, paid time off, and an equipment purchase program to help you get the band back together. Fender Musical Instruments Corporation is an equal opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, disability, veterans’ status, sexual orientation, or any other protected factor.