Customer Support Representative at Tactical Gear Company

AXL is a tactical gear design and manufacturing company for Military and Law Enforcement seeking a motivated customer support representative to join our team.


The Customer support representative is responsible for communicating with customers to resolve any product or service issues. A key requirement is to be a product expert in tactical gear. You will maintain detailed knowledge of our constantly evolving product line and initiatives and act as a champion for customers by serving as their central point of contact. This exciting and impactful role fuels improvement and innovation via ongoing feedback to other departments.

CORE RESPONSIBILITIES

• Provide phone and email support to all customers (individuals, dealers, agencies (federal, state, & municipal), police departments, and military units).
  
  
• Most commonly in the areas of:
  
  
  • Answering or otherwise assisting customers with technical questions about AXL Products (Required deep knowledge of tactical gear)
    
    
    • Please do not apply for this position if you cannot tell the difference between Crye, Ferro, & Spiritus products
      
      
  • Providing Customer Quotes and taking payments over the phone
    
    
  • Help customers place orders both online and over the phone, provide updates, order changes, and inquiries
    
    
  • Cataloging customer feedback
    
    
  • Evaluating warranty and repair claims
    
    
  • Setup and process returns and exchanges
    
    
  • Dealing with claims for packages lost in shipping
    
    
  • Identify problems and aid in solving to ensure best possible customer experience
    
    
  • Report irregular trends to appropriate teams to be addressed
    
    
  • Coordinate dealer, agency and unit orders with shipping and production teams
    
    
  • Ship returns, exchanges and VIP orders
    
    
• Identify problems and aid in solving to ensure best possible customer experience
  
  
• Maintain a high-level of professionalism, even in challenging situations
  
  
• Develops training materials and policies to aid both new hires and current staff
  
  
• Any other activity required to meet the goals of the company
  
  

PERFORMANCE INDICATORS

• Customer service queue closed out by End of Day
  
  
• All requested customer quotes sent out by the End of Day
  
  

CORE PROFICIENCIES

• Deep knowledge of the assembly and use of Military/Law Enforcement cut & sewn load-bearing gear (MOLLE/PALs), helmets, ear-pro, body armor vests, plate carriers, chest rigs, and ammo pouches from major brands (Spiritus, Crye, Ferro, Eagle, LBT, etc).
  
  
• Experience with firearms and training simulations (simunitions, UTM, airsoft, milsim, etc.
  
  
• Excellent spoken and written communication skills, with the ability to clearly and efficiently get your message across
  
  
• Excellent attention to detail
  
  
• Good multitasking, critical thinking skills, problem-solving, and customer-centric mindset
  
  
• Ability to work effectively and creatively under pressure and deadlines
  
  
• Interest or involvement in groups, brands, or hobbies that align with the AXL mission
  
  
• Basic knowledge with Microsoft Office and/or Google Apps
  
  
• Must be eligible to work in the U.S.
  
  
• High School Diploma or GED
  
  
• Be coachable, punctual, positive, efficient, and goal-oriented
  
  

PHYSICAL REQUIREMENTS

• Must be able to sit for extended periods of time.
  
  
• Must be able to stand for extended periods of time.
  
  
• Must be able to look at a computer screen for extended periods of time.
  
  
• Must be able to converse on the telephone for extended periods of time.
  
  
• Ability to maintain a composed and professional demeanor within a flexible (and at times noisy) work environment.
  
  
• Full Time availability: Mon-Fri 9am-5pm (Ability to work 40 Hours a week)
  
  
• Availability around all major holidays mandatory with likely overtime
  
  
• Reliable transportation
  
  
• Ability and willingness to lift up to 50lbs of weight.
  
  

PREFERRED

• 1 or more years in a customer experience or customer service role (call center or e-commerce customer service experience)
  
  
• Familiar with FreshDesk, Netsuite, Shopify, and/or ShipStation, platforms
  
  
• Military Veteran and/or First Responder
  
  
• Speak and write in Spanish fluently
  
  

COMPENSATION

• $10 to $17 per hour (Done on Experience)
  
  

BENEFITS


AXL offers a comprehensive benefits package for all full-time employees working 30 hours/week or more. Benefits include Medical, Dental, Vision, Accrued Time Off (ATO after probationary period), Long term Disability Insurance, Short Term Disability Insurance, 401(k), Performance Bonuses, industry pro discounts, and others.