JOB TITLE: Customer Support Specialist DEPARTMENT: CUSTOMER SUPPORT REPORTS TO: Customer Support Manager FLSA STATUS: Non-Exempt Sellmark is committed to creating brands that foster memories and traditions by producing industry-leading outdoor lifestyle products. We promote a healthy outdoor lifestyle and drive innovation through positive leadership, strong ethics, and unwavering dedication. Our team-oriented culture encourages self-growth, mutual respect, and a passion for excellence-both at work and beyond. We seek individuals who bring passion to everything they do, instill confidence, trust, and respect, and inspire success while building strong relationships. If you're looking for a dynamic, professional, and supportive team, we'd love to have you join us.
JOB SUMMARY As a customer support specialist, your responsibility is to develop and maintain excellent customer relationships. You are the primary point of contact for any troubleshooting needs. You represent Sellmark brands, providing customer support to end-users across all platforms.
ESSENTIAL DUTIES AND TASKS - Act as the primary point of contact for end-users during the troubleshooting process.
- Interact with customers via telephone, email, online chat, or in-person to provide support and information on products or services.
- Collects and enters orders for new or additional products or services.
- Fields customer questions and complaints; when the issue is beyond the representative's knowledge, forward it to the assigned specialist or other appropriate staff.
- Ensures appropriate actions are taken to resolve customers' problems and concerns.
- Ability to work with virtual and face-to-face teammates to resolve end-user issues.
- Develop and maintain a high level of product knowledge across all brands and user applications.
- Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
- Creates informative articles to drive end-user issues and questions to branded websites.
PROFESSIONAL EXPERIENCE/QUALIFICATIONS - Must be proficient in Microsoft Office and standard CRMs such as SAP.
- Previous Zendesk platform experience preferred.
- Ability to multi-task and work in a fast-paced environment.
- Must have a high level of integrity and a strong work ethic.
- Excellent communication skills, including active listening.
- Service-oriented and able to resolve customer grievances.
- Willing to undergo and pass a background check and drug screen.
- An associate's degree is preferred or a suitable combination of education and experience.
- Minimum of (2) years of industry or related experience required.
WORK ENVIRONMENT & PHYSICAL REQUIREMENTS While performing the duties of this job, the employee may be required to sit or stand for extended periods of time. The employee will be required to bend, twist, reach, push, pull and operate office machinery. The employee must be able to lift up to (50) pounds. Specific work assignments may change without notice.
The majority of work will be performed in a climate-controlled environment, but the employee may be exposed to outdoor conditions such as inclement weather and varying degrees of temperature.
Schedules will vary depending on business needs.
BENEFITS - Competitive salary based on experience.
- 401k match
- Excellent Medical, Dental, and Vision Insurance.
- Company expansion which includes a gym, sauna, wellness center, chiropractor, cafeteria, and event space
- Personal days with a generous holiday schedule
DISCLAIMER The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Requirements for this job are subject to modification by the Company and its designees. It is the policy of the Company to comply with all federal and state laws concerning the employment of persons with disabilities and, as such, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job as required by law.
Sellmark Corporation is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other legally protected status. We are committed to fostering an inclusive and diverse workplace where all individuals feel valued and respected.