Customer Experience Specialist

Position Description

Position Title:

Customer Experience Specialist. Department:
Marketing and Sales.

Classification:
Exempt. Approved by Human Resources.

Position

Reports To:

Customer Service Manager. Positions Supervised:
None.

This position is responsible for coordinating pre- and post-sale customer service activities to support EOTECH’s business, and is carried out in accordance with Company policy, and accepted standards of good practice. This individual will interact with customers on behalf of the company. They will provide information about products and services, respond to customer requests, process repairs, and carry out additional communications tasks thoughtfully, and professionally.

• 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 trade shows.
• 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.

• 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…