Customer Service Manager

Fender Musical Instruments Corporation is a world-famous brand with offices across the globe. Fender was born in Southern California and has built a worldwide influence beyond the studio and the stage. A Fender is more than an instrument; it’s a cultural symbol that resonates globally.

Are you passionate about delivering world-class customer experiences for music's most iconic brand? We are seeking a Customer Service Manager to join our team at the distribution center near Incheon, Yeongjung-do. In this role, you'll lead our dynamic team providing exceptional support across all channels while managing everything from technical queries to logistics issues! We're looking for a leader who understands our guitars, amps, and accessories inside-out and thrives in our fast-paced environment.

In this pivotal role, you'll be the driving force behind creating legendary customer experiences that match the legendary status of our instruments. You'll champion both our customers and your team while helping shape our customer engagement strategy for musicians, dealers, and distributors who depend on the Fender legacy. If you're ready to harmonize exceptional leadership with your passion for Fender products, this opportunity to make your mark is music to your ears!

Key Responsibilities: 

• Lead and develop the customer service team, establishing performance metrics and providing coaching to maintain exceptional service standards.
• Oversee operations ensuring timely resolution of product inquiries, order issues, and warranty claims from dealers, distributors, and end consumers.
• Manage warranty and repair process workflows, coordinating with repair technicians and distribution centers.
• Analyze customer feedback and service data to identify trends, potential product issues, and improvement opportunities.
• Develop and maintain service policies and procedures to ensure consistent customer experiences across all support channels.
• Implement and optimize CRM systems to track customer interactions and service performance.
• Build relationships with key dealers and distributors to address specific service needs and provide specialized support.
• Create regular reports on service metrics, customer satisfaction scores, and team performance for executive leadership.
• Coordinate cross-departmental responses to customer issues, working with logistics, technical support, QI, Finance, and Sales.
• Authorize warranty claims and concessions on products while enforcing FMIC policies consistently.
• Manage team scheduling, performance reviews, disciplinary actions, and goal setting.
• Handle escalated customer service issues and assist in resolving matters escalated through other departments.
• Oversee management of Parts team inventory and Dealer Portal-based customer chat engagement.
• Lead business unit reviews to ensure consistent information flow and that SLAs are being met.

  Business Knowledge, Skill Requirements, and Desired Attributes:

• Musical instrument industry knowledge, particularly guitars, amplifiers, and related accessories, with an understanding of Fender's product lines and specifications
• Experience managing customer service operations in a consumer products environment, preferably with both B2B (dealer/distributor) and B2C (end consumer) support models
• Willingness to learn (or previous experience in similar process) of warranty processes, repair operations, and parts management for complex manufactured products
• knowledge of supply chain and logistics operations as they relate to customer service, including order fulfillment, returns processing, and inventory management
• Experience working with CRM systems, ticketing platforms, and other customer service technologies
• Background in developing and tracking service KPIs, customer satisfaction metrics, and operational performance indicators
• Understanding of international business operations, including regional compliance requirements for warranties and consumer protection regulations
• Experience building and maintaining relationships with dealers, distributors, and retail partners in a wholesale business environment
• Understanding of digital customer service channels, including social media support strategies and online community management Extensive technical knowledge of all Fender product lines.
• Team-work oriented
• Attention to details and organized
• Positive attitude
• Ability to escalate and provide a constructive proposal/suggestion

Qualifications:

• College degree in Business Administration, Operations Management, or related field; MBA preferred but not required
• 5+ years of progressive experience in customer service management, preferably within the musical instrument industry or consumer products sector
• Demonstrated leadership experience managing customer service teams of 5+ representatives with a track record of improving team performance
• Proven experience developing and implementing customer service policies, procedures, and best practices
• Strong analytical skills with experience using data to drive decision-making and process improvements
• Excellent communication skills, both written and verbal, with the ability to communicate effectively across all levels of the organization
• Demonstrated problem-solving abilities and conflict resolution skills for handling escalated customer issues
• Musical knowledge and familiarity with Fender products highly desirable; ability to understand technical aspects of musical instruments
• Customer-centric mindset with a passion for delivering exceptional service experiences that align with the Fender brand

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®, Gretsch®, Jackson®, EVH®, Charvel® and Groove Tubes®, among others. For more information, visit www.fender.com.