Customer Experience Specialist

About the role

Nightforce Optics is seeking a dedicated Customer Experience Specialist to join our team and deliver exceptional support to our internal and external customers. In this role, you will be the primary point of contact for troubleshooting, diagnostics, and problem resolution across our entire product line, including Nightforce Optics and Horus Vision products. Your mission is to ensure a seamless experience by providing accurate information, documenting issues, and assisting with product recommendations. This position may be filled in Meridian, ID or Orofino, ID.

Responsibilities

• Manage and document technical support issues, interacting with internal partners via phone, email, and live chat to ensure the functionality of Nightforce Optics and Horus products.
• Effectively manage multiple scenarios and prioritize work based on business, customer, and consumer needs.
• Assess consumer needs and opportunities; suggest how we can meet these requirements to help our customers be successful with Nightforce and Horus products.
• Attract potential consumers by answering product and service questions and suggesting additional information about our products.
• Engage and collaborate with the Sales team when necessary.
• Open customer accounts by recording accurate information.
• Troubleshoot complex client issues through problem isolation, research, reviewing work instructions, and consultation with other team members, including departments such as shipping, production, R&D, and materials; escalate if necessary.
• Create repeatable processes, automations, FAQs, SOPs, WIs (work instructions), and internal and external documents for customer support.
• Demonstrate good judgement in selecting methods and techniques for obtaining information and solutions in responding to customer requests, including accurately identifying, assessing, and troubleshooting a wide range of riflescope and optics-related issues (e.g., mounting, zeroing, reticle calibration, focus/parallax adjustments, and environmental performance).
• Maintain accurate and thorough records of all customer interactions, reported issues, and product feedback by following work instructions and documenting each contact in Oracle.
• Provide customer service to internal and external customers to ensure a consistent and professional experience without compromising quality.
• Proactively seek out, pursue, obtain, learn, and retain product knowledge on a regular and ongoing basis through self-guided resources such as work instructions, manuals, and websites, as well as through company-provided training and asking questions.
• Work independently to make decisions with little direct oversight while also working in a team environment. Make suggestions and show initiative in executing tasks.
• Process and manage retail orders submitted through the company websites, ensuring accuracy in order entry and timely fulfillment.
• Assist Account Managers with coordinating product returns, including generating RMAs, tracking shipments, and facilitating credit or replacement processing.
• Provide reporting and backorder information to dealers when requested or refer to account managers as appropriate.
• Attend trade shows and other company events as needed.
• Utilize AI-powered tools and systems to enhance customer support, streamline order processing, and quickly access relevant product or account information.
• Maintain a willingness to adapt to emerging technologies that improve the consumer and customer experience.
• Perform additional duties as assigned.

Requirements

• Associate degree in communication, sales, or business (or equivalent experience).
• 2 years of experience in a fast-paced, professional customer support role.
• Excellent interpersonal and phone skills to interact with dealers, consumers, and internal departments.
• Ability to work weekends, holidays, or travel to Nightforce events if needed.
• Demonstrate unwavering ability to communicate professionally in all types of communication, including clear and concise instructions over the phone, live chat, email, and Zoom.
• Active listening skills—proper phone etiquette to give full attention to what others are saying, take time to understand the points being made, and ask questions as appropriate.
• Ability to prioritize workload and maintain a high attention to detail.
• Experience with Microsoft Office or Google Suite.
• Knowledge of ERP systems.
• Exceptional problem-solving and troubleshooting capabilities with the ability to identify problems and provide resolutions.

Preferred Qualifications

• Experience and knowledge of the hunting, shooting, or outdoors industry.
• Working knowledge of Oracle and Apex.

Physical Requirements

• Frequently lift/carry between 20 pounds (33%-66% of the time), occasionally lifting up to 50 pounds with or without accommodation.
• Frequently pull/push up to 20 pounds.
• Frequently bend and twist.
• Occasionally squat, climb, and kneel/crawl.
• Occasionally reach/reach overhead.
• Continuous finger dexterity/fine manipulation.
• Continuously sit and use a computer/mouse.
• Occasionally drive.
• Substantial repetitive motion involving wrist, hands, and/or fingers.

Benefits

• 100% paid benefits for the employee, including medical, dental, vision, short-term disability, long-term disability, and life insurance.
• Paid Time Off Package—60 hours your first year, increasing year after year.
• 10-13 paid holidays per year.
• Matching 401k after one year of employment.
• 4-day work week with 3-day weekends.
• Employee discount on scopes and Nightforce apparel.

Nightforce Optics is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, gender, sex, national origin, age, sexual orientation, gender identity, protected veteran status, disability, or any other category protected by law. Note: All job offers are contingent on passing pre-employment requirements, including a drug screen and criminal background check. Applicants must also be a "US Person" as defined by the International Traffic in Arms Regulations (ITAR).