Customer Service Representative

Company Description

Xpedition Archery is an innovation-driven archery manufacturer that develops advanced bow technology using its proprietary Magnite™ alloy. Magnite™ combines aluminum-magnesium alloy, ceramic nanoparticles, and rare earth elements to create a material that is stronger and more consistently manufactured than carbon, yet lighter than aluminum. This commitment to cutting-edge materials allows Xpedition Archery to push industry standards for performance, durability, and precision.

Team members contribute to a fast-moving environment focused on continual product improvement and high-quality manufacturing.

The Customer Service Representative is a full-time, on-site role based in Decorah, IA. This role is responsible for responding to customer inquiries via phone, email, and other channels, providing accurate product information, and troubleshooting basic issues related to Xpedition Archery products. The representative will process orders, handle returns and exchanges, and ensure that customer requests are documented and resolved in a timely manner.

Day-to-day tasks include maintaining detailed records in the customer relationship management system, coordinating with warehouse and production teams, and following up with customers to confirm satisfaction. The role also involves gathering customer feedback, identifying recurring issues, and sharing insights with internal teams to support continuous improvement of products and services.

• Strong skills in customer service and customer support, with the ability to respond to inquiries professionally and efficiently.
• Experience focusing on customer satisfaction and customer experience, ensuring positive interactions and long-term relationships.
• Familiarity with working as Customer Service Representatives or in similar frontline support roles.
• Clear verbal and written communication skills, including active listening and the ability to explain technical product details in accessible language.
• Basic proficiency with office software and enterprise resource planning systems (ERP) tools; ability to learn new systems quickly.
• Reliable attention to detail, strong organizational skills, and the ability to manage multiple customer requests at once.
• Comfort working in a manufacturing or product-focused environment; interest in archery or outdoor sports is a plus.
• High school diploma or equivalent required; additional training or experience in customer-facing roles is beneficial.
• Experience with archery is preferred but not required.