Customer Service Advisor - Spanish Speaker

About the role

Fender EMEA is looking for a Customer Service Advisor based in its East Grinstead office. You will join a team of Dealer Support Advisors covering all of Europe, supporting the dealer network and Business Development Managers by email and the Fender dealer portal, and also helping Spanish-speaking consumers via phone, email and chat within the Consumer Relations team.

Key responsibilities

• Act as the main contact for dealer service queries across Europe via email and the dealer portal.
• Handle product returns, issue RA numbers and track return status with third-party warehouses and couriers (UPS and freight forwarders) for warranty and non-warranty cases, goods sent in error and marketing stock.
• Raise queries with warehouse partners about shipping errors such as incorrect, missing or damaged goods.
• Process credit memo requests from the sales and accounts departments through the returns system.
• Assist BDMs with dealer customer service and stock issues.
• Provide sales advice and after-sales support to Spanish-speaking consumers by phone, email and chat, working with the EMEA Consumer Relations team.
• Work cross-functionally with eCommerce, Technical, Logistics and Sales teams, keeping accurate records and managing cases to resolution.

Required profile

• Fluency in English and Spanish, written and spoken, to a professional standard.
• Proven customer service experience in a phone and email environment.
• Good knowledge of Fender product lines: guitars, amplifiers, effects pedals and audio software.
• Excellent communication skills, attention to detail and ability to prioritise workload.
• Ability to work independently and as part of a team across multiple systems.

Required skills

• Microsoft Word, Excel and Office.
• Desirable: experience supporting a dealer or B2B network, hands-on use of CRM or ticketing systems (e.g. Zendesk) and order processing software, and SAP or a comparable ERP/order management system.