Fox Factory · 2 hours ago
Customer Service Representative Lead
Scottsdale, AZ
Full-time
Onsite
Entry, Mid Level
1+ years expFox Factory designs and manufactures performance-defining products for various vehicles and bicycles. The Customer Service Representative Lead will bridge customer support excellence and internal process improvement, focusing on training new hires, managing order workflows, and ensuring high standards of service.
E-CommerceShoppingSporting Goods
Responsibilities
Serve as a knowledgeable resource for product and process-related questions from internal teams
Handle complex or escalated customer inquiries with professionalism and a problem-solving mindset
Proactively report systemic customer issues or process inefficiencies to leadership
Assist in the ongoing development and enforcement of SOPs and best practices
Supporting our Key Account Dealers and Inside / Outside Sales Team as needed
Assist in training and onboarding new team members
Support the Customer Experience Manager in monitoring team performance and identifying development needs
Provide guidance and coaching to improve team efficiency and consistency
Participate in hiring efforts by providing input during interviews for potential CSR candidates
Manage customer orders using ERP systems (Oracle preferred)
Ensure accuracy and timeliness of order entry, changes, and fulfillment
Act as a liaison between CX, Sales, Finance, Engineering, Warehouse, Ecomm, and external vendors to resolve service and delivery issues
Work closely with Finance to support collections and resolve payment issues as needed
Provide feedback from customers to relevant departments to aid in product development, marketing campaigns, and policy updates
Help coordinate efforts for sales promotions, custom orders, and dealer-specific requests
Qualification
Required
High school diploma
1–2 years minimum of customer service experience with a strong background in the bike industry
A willingness to provide leadership or supervisory support to the team
Strong working knowledge of ERP and order management systems (e.g., Oracle)
Excellent verbal and written communication skills
High attention to detail and accuracy under pressure
Proficient in Microsoft Office Suite
Capable of multitasking in a fast-paced, evolving environment
Strong critical thinking and conflict-resolution abilities
Benefits
Medical
Dental
Vision
Health Spending and Dependent Care Savings Accounts
Disability and Life Insurance benefit programs
401k plan with employer matching
Company
Fox Factory
FOX Factory, Inc., doing business as Fox Racing Shox, designs and develops shock absorbers and racing suspension products.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2013-08-08IPO
Leadership Team
L
Larry L. Enterline
CEO & Director
Recent News
2025-11-11
2025-11-08
2025-11-08
Company data provided by crunchbase