Customer Experience Specialist

POSITION DESCRIPTION

Position Title: Customer Experience Specialist Department: Marketing and Sales

Classification: Exempt Approved By: Human Resources

REPORTING RELATIONSHIPS

Position Reports To: Customer Service Manager

Positions Supervised: None

POSITION PURPOSE

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Serve as customer service operator responding to customer calls, repair service inquiries, customer concerns and face-to-face interactions.
• Coordinate maintenance and repair information resulting in return authorizations, warranty, and non-warranty product troubleshooting.
• Perform administrative functions including, but not limited to, order input, mailings, and other clerical and administrative duties.
• Support marketing events, including the preparation, execution and follow up associated with tradeshows.
• Ensure customer issues are promptly and successfully solved by working with the appropriate departments.
• Support EOTECH’s ISO 9001:2008 Quality system by following established procedures and work instructions.
• Accountable for achieving department performance targets.
• Perform job duties in a manner that maintains compliance with environmental, health and safety regulations, policies, and procedures.
• Responsible for performing job duties in a manner consistent with established EOTECH Ethics Standards.
• Must be organized, accurate, reliable, detail oriented and adaptable to change.
• Comfortable working self-sufficiently on assigned tasks and collectively as a part of a larger team.
• Perform other duties/projects as assigned by Supervisor or Manager.

Education and Experience:

• Minimum of three to five (3-5) years’ experience in a customer service or sales position with demonstrated ability to present product features and functionality.
• High School Diploma (BA/BS in Business preferred) or equivalent experience in a customer service role.
• Strong technical skills including but not limited to MS Outlook, Word, Excel, Ticketing and ERP systems.
• Strong ability to handle multiple priorities including managing face to face communications while also using telephone and email communication.
• Strong verbal and written communication skills.
• Strong problem-solving skills using appropriate judgment with a strong sense of ownership and accountability.
• Knowledge of and desire to learn and implement lean and process improvement initiatives.
• High sense of responsibility, quality, and ethics with a professional image and demeanor.
• Must possess a positive, can-do attitude.

• Proven knowledge of how to sell products; product programs/pricing; company background; and promotional campaigns.
• Ability to explain technical terms to customers, recommend upgrades, and modifications when beneficial or necessary
• Experience in tradeshow preparation and/or representation, pre-sales telephone support, and support of sales and marketing activities.
• Intermediate experience with various firearms platforms and above average understanding of firearms and optics.
• History of projecting a professional demeanor when dealing with customers (internal and external).
• Provide exceptional customer service by portraying confidence, credibility, and ownership with a strong attention to detail.
• Proficiency in navigating and utilizing ERP (SAP) system.
• Proven excellent written and oral communication skills, and able to communicate with a consistent positive attitude.
• Ability to work independently with little supervision.
• Proven ability to deal with difficult /stressful situations and customers with tight deadlines.
• Working knowledge of computer software applications.
• Proven ability to manage multiple projects/tasks in a fast-paced environment.
• Proven ability to work in a strong team environment.

Reasoning Ability:

Ability to apply common sense understanding, follow detailed and uninvolved written or oral instructions. Ability to deal with problems involving concrete standardized situations.

Qualification Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit. The employee is required to frequently stand, walk, and reach. The employee is occasionally required to walk, reach with hands and arms, stoop, kneel, twist crouch, or crawl, and communicate with co-workers and guests.

The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 15 pounds, and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Schedule:

Hybrid Schedule: 8:00 am – 5:00 pm, Monday through Thursday; 8:00 am – 4:00 pm every other Friday.

Travel Requirements:

5-10% US Domestic travel expected for this position