WHAT YOU WILL BE DOING

· Provide customer support via telephone, email and/or fax to answer questions regarding Maxim products, troubleshooting support, warranty claims, product repair and webstore issues.

· Process and provide support for customer direct phone orders.

· Partner with other functional areas to ensure proper order processing, billing, sales invoices, claims, etc., are correctly processed.

· Track orders, issue authorizations, and maintenance support, and shipping returns as necessary.

· Provide excellent customer service to all consumers, vendors, suppliers.

· Upsell additional accessories and services and participates in monthly consumer sales campaigns.

· Review social media forums (Facebook, Instagram, etc.) to identify sales opportunities, technical questions, and quality service trends and seek to resolve with end-user and/or internal departments.

· Leverage data and technology to improve KPIs through performance management and automation.

· Explore and advise executive leadership on new technologies and/or vendors to improve productivity and customer engagement.

· Perform other duties as necessary.

WHAT YOU BRING TO THE TEAM

· Minimum of 3 years’ experience in a customer service and development facing role.

· Experience partnering with cross-functional teams to enable the success of both teams regarding customer experience.

· Expert in in all Microsoft Office applications.

· In-depth knowledge of consumer online and social behaviors.

· Experience leveraging data insights to improve customer experience.

· Exceptional Strong written, verbal and presentation skills.

· Ability to upsell additional accessories and services including monthly customer and consumer sales campaigns.

· Ability to problem solve complex problems and document findings.

· Extensive and proven project management skills with the ability to manage multiple concurrent open issues of varying size and complexity and diligence in managing due dates and risk.

· Ability to identify opportunities and implement strategies for process improvement and integration.

· Ability to work under tight deadlines and in high-pressure situations.

Exceptional interpersonal skills; the ability to work well with people from many different disciplines with varying degrees of experience; competence in clear, concise and tactful communication.

ADDITIONAL PREFERRED SKILLS

· Military experience a plus

· Experience working in a firearm retail environment

Job Type: Full-time

Benefits:

401(k)
401(k) matching
Dental insurance
Flexible schedule
Health insurance
Paid time off
Vision insurance

Experience level:

1 year

Shift:

Day shift

Weekly day range:

Monday to Friday

Work setting:

In-person
Office

Work Location: In person

Maxim Defense

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