Spiritus Systems is a rapidly growing, veteran-owned small business manufacturing tactical nylon gear in Aberdeen, NC.
POSITION
CUSTOMER SERVICE REPRESENTATIVE
JOB SUMMARY
The Customer Support Representative is an integral part of the Spiritus Systems team and brand. The representative will communicate with customers and resolve any product or service issues, while compiling data and collaborating with department managers.
RESPONSIBILITIES
Support and report to the Business Development Sales Manager.
Manages the customer experience from beginning through completion, being the face of Spiritus Systems and providing excellent and timely care for all email, website, phone and in-person inquiries.
Acts as customer support representative to any future applicable projects, such as a physical store expansion, that the company may embark on.
Creates and manages (assigns, tracks, and closes) support tickets on behalf of customers (including returns and quality issues), coordinating with other departments and outside contacts (e.g., carrier reps) as needed to assess and make decisions on the best outcome of service.
Evaluates daily order queues for release to Shipping (e.g., scans for large and/or fraudulent/suspicious orders, customer messages/emails), placing orders on hold and creating tickets as needed.
Develops and maintains a full understanding of all Spiritus Systems and third-party products to aid in providing product knowledge and assistance to customers. Directs customers to online resources for troubleshooting product issues; consults with other departments for assistance as needed.
Creates and maintains reports and documents based on customer interactions (e.g., canned response and ticket libraries, trackers, monthly QA reports).
Communicates with directors and department managers (including Production, Shipping, Administration, Marketing, Bookkeeping and Quality Assurance) to facilitate customer interactions and outcomes.
Suggests to management ideas and recommendations for improving customer care.
Performs administrative, clerical, and other tasks regarding any aspect of customer support.
Organizes and evaluates efficiency through methods that may include workflow, workstation organization, and time management.
Fills in as back-up for the receptionist, greeting clients, visitors, and guests; determining the purpose of each person’s visit; and directing or escorting him/her to the appropriate location. Collects signed NDAs, manages the visitors’ and order pickup logs, signs out badges, etc.
Fills in as back-up for the receptionist to answer, screen, and direct phone calls to staff; takes messages and transfers calls.
Fills in as back-up for the receptionist to maintain security by following all Spiritus Systems safety/security policies and procedures.
Assists in maintaining bailment and sales stash inventory.
Coordinates customer pick-ups and acts as a resource for any questions for walk-in customers.
Perform all other duties reasonably related to the Company’s business when asked to do so by the Company’s executive team.
REQUIRED QUALIFICATIONS
May be required to travel for trade shows, training events, gear testing, customer locations, military installations, demonstration sites, and industry or company events.
May be required to work overtime and/or extended hours depending on business needs.
Will be required to work Black Friday weekend.
Physical requirements may include sitting, standing, walking, lifting up to 50 pounds, bending, and kneeling for up to and including 8 hours.
Vision to view printed and electronic text and graphics.
Ability to access information on computers, tablets, and electronics.
Ability to handle and manipulate items with hands and/or fingers up to and including 8 hours.
Full-time, on-site position.
PREFERRED QUALIFICATIONS
Knowledge of tactical equipment and industry strongly preferred.
Utilize appropriate software to perform job duties, such as but not limited to BigCommerce, Braintree, PayPal, ADP, Microsoft Office Suite and/or Microsoft Dynamics systems to facilitate job duties.
WHAT WE OFFER
Health, Dental, Vision & Supplemental Insurance Available after 90 days
401K Available after 1 year
Employee Assistance Program
Growth & Professional Development
Unique Work Environment
Competitive Pay
Paid Time Off and Holidays
Spiritus Systems is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, genetic information, and other protected classes.
As part of its commitment to the full inclusion of qualified individuals, Spiritus Systems provides access, equal opportunity, and reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact the HR Department at (910) 637-0196 or jobs@spiritussystems.com.
