Customer Service Specialist; Entry Level

Position: Customer Service Specialist (Entry Level)
Location: Florence

Job Title:

Customer Service Specialist

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 (Pride Sports, Pride Manufacturing, Golf Scorecards & Mac Neill 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.

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.

Practical experience with Shopify.

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 agilityA "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…