Customer Service Advisor – Spanish Speaker

The role

You will support the dealer network and Business Development Managers via email and the Fender dealer portal. You will also assist Spanish-speaking consumers via phone, email and chat.

What you will do

• Act as the primary point of contact for dealer service queries via email and the Fender dealer portal.
• Handle product returns, issue RA numbers and track return status.
• Raise queries with warehouse partners for shipping errors.
• Process credit memo requests from the sales and accounts departments.
• Assist BDMs with dealer customer service and stock issues.
• Provide sales advice and after-sales support to Spanish-speaking consumers via phone, email and chat.
• Collaborate cross-functionally with eCommerce, Technical, Logistics and Sales teams.
• Maintain accurate records across all platforms and manage cases through to resolution.

Required qualifications

• Fluency in English and Spanish (written and verbal) to a professional standard.
• Proven customer service experience in a phone, and email-based environment.
• Good knowledge of FMIC product lines: guitars, amplifiers, effects pedals and audio software.
• Excellent communication skills, attention to detail and ability to prioritise workload.
• Strong IT skills including Microsoft Word, Excel and Office.
• Ability to work independently and as part of a team, across multiple systems simultaneously.

Nice to have

• Experience supporting a dealer or B2B network.
• Hands-on experience with CRM or ticketing systems (e.g. Zendesk) and order processing software.
• Experience using SAP or a comparable ERP/order management system.

About the company

Fender EMEA has a team of Dealer Support Advisors who provide coverage across all of Europe. Fender Musical Instruments Corporation is an equal opportunities employer.