Customer Service Specialist

Job Title: Customer Service Associate


Location: Florence, WI

Reports To: Customer Service Manager

Brand/Segment: Gathr Outdoors (

ABOUT THE COMPANY: Gathr Outdoors, a portfolio company of Centre Partners, is a diversified global leader in designing and manufacturing outdoor products and sporting goods. Our core business segments are OUTDOOR (GCI Outdoor, Klymit, Rightline Gear, Cascadia Vehicle Tents & WaterPORT) and RECREATION (PrideSports, Pride Manufacturing, Golf Scorecards & MacNeill Engineering). Each segment provides industry-leading product development, design, and customer support.

At Gathr Outdoors , we believe experiences are always more powerful when spent together outside. We are Better Together, Passionate by Nature, Blazing New Trails & Rugged for a Reason! Come join us...Everyone is welcome at our camp!

We are one of the fastest-growing outdoor manufacturers in the U.S. We live by the belief that experiences are always more powerful when spent together outside. Welcome to our camp! We wish you every success in your new role.

ABOUT THE POSITION :

A Customer Service Associate will take inbound calls from business customers/clients serving as the primary point of contact for our business-to-business (B2B) clients, managing the end-to-end lifecycle of the customer relationship. This is a high-touch role that balances reactive support (inbound calls/emails) with proactive outreach (outbound inventory checks and account nurturing). Ideally, this role acts as a bridge between the client and our internal production, sales, and logistics teams to ensure seamless order fulfillment and long-term partnership growth.

ESSENTIAL JOB FUNCTIONS:

Customer Order Fulfillment

• Manage high-touch inbound and outbound communication (phone and email) to nurture professional B2B relationships.
• Conduct routine account analysis to identify trends, resolve complex complaints, and propose tailored solutions that drive retention.
• Own the full order lifecycle including performing proactive inventory checks, enter orders in Shopify/Sage, and track deliveries through to final fulfillment.
• Coordinate directly with Production, Planning, and Warehouse teams to troubleshoot bottlenecks and expedite urgent shipments.
• Manage post-purchase operations, including returns, warranty claims, and shipping disputes with carriers (UPS, GCI Logistics).

• Personalize the client experience by managing specialized requests, including the curation and distribution of customized sample packets.
• Identify and qualify new sales / upsell opportunities providing actionable leads to the Sales team.
• Other duties and projects assigned.

System Optimization

• Maintain data integrity by auditing account records and correcting discrepancies within Zendesk and Bender (ERP).
• Collaborate with Engineering to report system bugs, build Standard Operating Procedures (SOPs), and develop Zendesk macros to optimize workflows.
• Contribute to departmental versatility by assisting with special projects and supporting other business units during peak periods.

Note: This list of essential job functions is comprehensive but not exhaustive. Other duties may be assigned based on business needs and the individual's skill set.

QUALIFICATIONS/REQUIREMENTS :

• High School Diploma or equivalent required;

• 2-4 years of experience in B2B customer service, call center, sales operations, or account management.
• Previous experience in a consumer product manufacturing, production, or distribution environment is a strong plus.
• Ability to maintain a professional and diplomatic tone across phone, email, and chat, even when resolving complex complaints.
• Experience managing Zendesk instances, including creating macros, triggers, and automations. Familiarity with Zendesk Guide (Knowledge Base) and AI Agent configuration is highly desirable.

• Practical experience with Shopify and/or enterprise platforms like Netsuite and Sage for order processing and inventory tracking.
• Proficiency in Microsoft Teams, Outlook, and CRM data entry.

• Demonstrated written and verbal communication skills with the ability to translate technical product specifications into easy-to-understand consumer guides.
• Strong analytical skills to troubleshoot "systematic issues" and provide data-driven feedback to Engineering and Production teams.
• Ability to manage "Project Work," such as website updates and policy revisions, alongside daily ticket queues and phone support.

SKILLS/PERSONAL QUALIFICATIONS:

• Ability to work in a fast-paced environment and adapt quickly to change with agility and the desire to grow and develop.
• Leverages creative thinking, problem solves and generates successful solutions through strategic agility
• A "pitch-in" mindset with the ability to pivot between routine order entry and high-level special projects or system optimizations.
• Proven ability to manage long-term business accounts and management with a focus on empathy, active listening, and proactive problem-solving.
• Team player with a growth, development and challenge accepted mindset.
• Strong interpersonal skills for multi-channel customer support (phone, email, chat).
• Ability to resolve complex customer disputes, pricing discrepancies, and operational bottlenecks.
• Multitask and prioritize in a fast-paced environment while maintaining high attention to detail.
• Excellent customer focus with professional presence.
• Self-directed, motivated and the ability to organize and prioritize multiple tasks and projects.
• Proficient in using technology, Zendesk, Microsoft 365.

PREFFERED:

• Associate's or Bachelor's degree in Business, Communication or Liberal Arts preferred
• Proficiency in a second language (e.g., French for Canada shipping/support or Spanish) to assist a broader consumer base.

PHYSICAL REQUIREMENTS: 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.

• Must be able to communicate effectively with team members, candidates and external partners through multiple forms of technology with telephone and computer. Must be able to receive and convey information.
• The person in this position needs to occasionally move about inside the office to access file cabinets, meeting rooms, copier/printer etc. as well as have the ability to remain in a stationary position 50% of the time.

• Works in a typical office environment and at times may travel for business for training, career and interview events.
• Required to lift, retrieve or reposition products weighing up to 50 pounds.
• Must be able to safely navigate the production facility, OSHA compliant. Normally this person is standing or walking around the facility interacting with team members. Appropriate shoes for standing on concrete flooring is recommended.

Gathr Outdoors is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.