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 seeking a Customer Service Representative based in Shibuya, Tokyo. In this role, you will be responsible for enhancing support for both consumer and dealer inquiries via email and phone. You will also manage consumer product returns, place orders in SAP for parts and replacement products needed to address defective product issues, track these orders and shipments using SAP and online carrier platforms.

Essential Functions:

• Enter orders according to each dealer’s format using SAP and spreadsheets.
• Order entry from AMAZON using Vender Central.
• Order entry for international dealers across Asia.
• Place regular orders for repair parts
• Respond and resolve inquiries from consumers and dealers by phone or email.
• Respond to customer inquiries related to F is For Fender (Apparel products).
• Taking repair orders from consumers and dealers.
• Close communication with various related internal
• Manage return shipments of repair items to the factory in the U.S.
• Coordinate outsourced repair services
• In-store instrument setup and adjustments as part of Fender Custom Care service

Qualifications:

• Previous experience in a phone-based role with consumers and dealers preferred.
• Strong written and verbal communication skills.
• Native level Japanese, business level English.
• SAP and Zendesk experience preferred but not required.
• Experience working with MS Office products - Excel, Word, and Outlook at a minimum.
• Strong sense of team-orientation.
• Strong organizational skills with a focus on attention to detail.
• Strong under the pressure.
• Positive engagement with others.
• Ability to escalate and provide a constructive proposal/suggestion.
• Prior experience in the related fields, as well as knowledge of stringed instruments　preferred but not required

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.