Customer Service Representative - Columbia, United States - AOB Products Company

AOB Products Company Columbia, United States

6 days ago

Description

Job Description

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 Brand Lane Customer Service Supervisor the CS Rep I role is the first line of contact for AOB across all channels including but not limited to phone, email, web, social and chat. Candidates should have experience representing brands publicly, including on social media. They communicate clearly and concisely while being able to understand our customer'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
Gaining a working knowledge of products from assigned brands
Responding to all customer inquiries (phone, mail, email, web, social and chat)
Providing appropriate solutions, troubleshooting and alternatives including but not limited to warranty replacement, repair, and returns for customer inquiries and complaints
Ensuring resolution and customer satisfaction in a timely manner
Communicating clearly and concisely
Representing our brands publicly with professionalism while following communication procedures, guidelines and policies
Adaptability to a growing and evolving company
Self-starter working both independently and as part of a team
Managing web and warranty orders
Providing ADA assistance as need to customers browsing our websites
Other duties as assigned.

NOTE: This list presents only the principal duties of the position and is not intended to be comprehensive. The duties and responsibilities listed above may be changed or supplemented at any time in accordance with business needs and conditions.

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.

Competencies and Skills:

Must exhibit a strong dedication to the mission, vision, values, and goals of the company with the ability and desire to train and guide all employees toward the attainment of company goals in a team-oriented environment.
Working knowledge and desire to learn about outdoor products and accessories
Excellent communication
Sense of urgency and results oriented
Flexible, adaptable, intellectually curious
Organized, attention to detail
Self-motivated and able to manage, train and mentor others.
Team orientation
High integrity

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 accommodations 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

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