Service Operations Associate

What We Do

FOX Factory designs, engineers, manufactures and markets performance-defining products and systems for customers worldwide. Our premium brand, performance-defining products and systems are used primarily on bicycles, side-by-side vehicles, on-road vehicles with and without off-road capabilities, off-road vehicles and trucks, all-terrain vehicles, snowmobiles, specialty vehicles and applications, motorcycles, and commercial trucks. Some of our products are specifically designed for and marketed to a variety of leading cycling and powered vehicle original equipment manufacturers ("OEMs"), while others are distributed to consumers through a global dealer and distribution network. Fox Factory Holding Corp. is the holding company of FOX Factory, Inc. and is publicly traded (FOXF) on Nasdaq.

Why you should join us

Not only do we provide competitive wages, you will also have access to great benefits and employee discounts. But more importantly, it’s a fun environment where we truly enjoy working as a team and bringing great products to our customers!

If this sounds like something you would love to do, and a place you want to be a part of, get in touch with us by submitting your application. We look forward to hearing from you!

Position Summary:

The Service Operations Associate will be responsible for the daily processing of all service work that is completed by the Bike Service department. This individual will be a crucial member ensuring that all transactions between the Bike Service department and their customers are received, processed, billed, and correctly shipped each business day. This role will also contribute to special projects relating to Service Operations.

Position Responsibilities:

Shipping and Receiving

• Receive all incoming service work, inspect, and document the condition of the product. Detail all items that were delivered with the product.
• Package all outgoing product to the company standards, which includes correct documentation and proper packaging (so product is not damaged in transit).
• Must have all shipments processed and ready for final packaging by 2:30 pm cutoff time.
• Eliminate any reason(s) why a service transaction cannot be shipped back to a customer
• Advise Service Manager of unusual occurrences seen on products
• Ensure final inventory accuracy of outgoing shipments

Data Processing

• Proper handling and protection of customer’s credit card information, per company guidelines.
• Review each service transaction for pricing accuracy.
• Accurately input credit card information into the Oracle ERP CC module.
• Input data in both the Oracle Service Request and Order Management forms, with 100% accuracy everyday

Parts and Inventory

• Pick and deliver warehouse parts to designated location(s)
• Move, store, put-away and distribute material, tools, equipment, and products within building
• Pick and receive inter-warehouse transfer orders. Report discrepancies to management.
• Assist with inventory control management
• Follow strict processes for the handling of all incoming and outgoing shipments
• Participate in annual physical count and daily cycle counts

General

• Always be professional with proper written and oral communications.
• Maintain a clean and organized work area.
• Maintain a safe work environment by adhering to all company safety regulations.
• Advise Service Manager when supplies are needed to perform tasks.
• Advise Service Manager or TCSR Supervisor of any issues that come up that interfere with your ability to perform your job.
• Provide recommendations and solutions to the Lead/Supervisor/Manager upon discovering issues
• Train and mentor junior Service Operations Associates as applicable

Specific Knowledge, Skills or Abilities Required:

• Ability to work with Microsoft Office.
• Attention to detail is a must.
• Multi-tasking with a positive mindset is a must.
• Good written and verbal communication skills.
• Ability to understand and execute last-minute requests with the goal of meeting customer expectations.
• Understand and execute detailed instructions given by manager, supervisor, and team members.
• Advanced knowledge of ERP system used by the company
• Strong leadership skills

Position Qualifications:

Education: HS diploma or equivalent

Experience:

2 - 3 years of related experience preferred

Industry experience and comprehensive knowledge of the bike industry and mountain bike suspension and components.

Work Environment and Physical Requirements:

• Office/Service Center Environment
• Ability to sit for long periods
• Vision abilities required to validate and enter data on computer
• Lift up to 25 lbs. regularly
• Requires walking, standing, bending and lifting for long periods of time

Disclaimer: This list does not represent all physical demands. Descriptions are representative of those that must be met by employee to successfully perform the essential functions of the job. Reasonable accommodation may be provided to enable individuals with disabilities to perform the jobs’ essential functions.

Note:

FOX provides equal employment opportunities for all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, gender identity, sexual orientation, marital status, religion, age, physical disability (including HIV and AIDS), mental disability, results of genetic testing, or service in the military, or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate. We base all employment decisions –including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, layoffs, terminations and social/recreational programs – on merit and the principles of equal employment opportunity

Fox offers an excellent compensation package and wide-ranging opportunities for professional development. Medical, Dental, Vision, Health Spending and Dependent Care Savings Accounts, Disability and Life Insurance benefit programs are available, as is a 401k plan with employer matching. Eligibility for all benefit programs is defined by the applicable plan document or employee handbook.