Customer Service Product Specialist I

at  AOB Products Company

WHO WE ARE: We work where we play! Turning pursuit into passion, AOB delivers brands that move you because our success is measured by moments that matter.

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.

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

• 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