Customer Service Product Specialist I

Job Description

Job Description

Our Values of honesty, respect, responsibility, discipline, collaboration, open-mindedness, and resourcefulness are deeply intertwined with our culture, fostering an environment where integrity and mutual support thrive, and innovative solutions are encouraged.

Position Overview:

Reporting to a Customer Service Supervisor, the Customer Service Product Specialist is someone that is passionate about the products and should communicate clearly and concisely while being understanding of our consumer’s needs. Candidates also demonstrate strong technical aptitude and the ability to understand, explain and troubleshoot our products with customers. Ideally, they are familiar with the outdoor industry and are users of our products.

Essential Duties and Responsibilities:

• Providing a positive customer experience
• Responding to all customer inquiries phone, mail, and email
• Assist customers with product information, order status, and issue resolution

• Gaining a working knowledge of products from assigned brands to become a subject matter expert on specific brand products
• Maintain product related technical and service information to be distributed to the Customer Service team
• Support customers with troubleshooting, problem resolution and performance improvement recommendations
• Proactively resolve product issues
• Diagnose and troubleshoot technical issues with products, guiding customers through solutions and, when necessary, escalating more complex problems to the appropriate teams

Competencies and Skills:

• Excellent communication
• Sense of urgency and results oriented
• Self-motivated and able to train and mentor others
• Team orientation
• Detail oriented with ability to successfully multitask
• Flexibility & ability to deal with continual change
• Proven experience in customer support or a related role

Education and Experience:

• Any combination of education and experience provided the required skills and knowledge are possessed

• Required Education: High School Diploma *Post-high school education a plus
• Experience: Customer service-related position having experience in a warranty/service department a plus
• Recommended Skill Proficiencies: Microsoft Suite (outlook, excel, teams), Salesforce Service and Commerce Clouds
• Passions & Interests: Outdoors, hunting, shooting, fishing and/or camping
• Strong communication skills, both written and verbal

Physical Demands:

• Regular and predictable attendance is required
• Ability to sit for prolonged periods of time in front of a computer
• Ability to move about facility on regular basis to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing or walking
• Visual and hearing acuity

NOTE: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Work Environment and Personal Protective Equipment:

• General office environment, with some exposure to plant environment, with forklift and other general hazards
• Exposure to the outdoors, unstable ground, and some climbing

American Outdoor Brands (and its affiliates) is an equal opportunity employer and considers for employment and hires qualified candidates without regard to race, religion, color, sex, sexual orientation, pregnancy, gender identity, age, national origin, ancestry, veteran status, military service, application for military service, physical or mental disability, genetic information or any other status protected by applicable state or local law. Candidates must possess proper authorization to work in the United States and, where applicable, to possess technical data as defined in the International Traffic In Arms Regulations (ITAR) 22 CFR 120. 10.