Please do not apply to this position unless you have a LOT of knowledge of sewn tactical nylon gear (knowledge of the small to big tactical gear brands) and have your own collection of tactical gear that you can show us during your interview (chest rigs, plate carriers, pouches, packs, etc).

It's ok if you have replicas or clones.

We are looking for someone that owns an extensive personal collection of tactical gear and / or is constantly purchasing / trading gear to try new and old things out, participates in firearms training, and / or milsim training to ensure they have the right knowledge.

AXL is a tactical gear design and manufacturing company with Military and LE customers seeking motivated customer support associates to join our team.

We are rapidly expanding and looking for someone to grow with us!

Our company exists to Improve the Lethality and Survivability of our Customers.

Customer support team members are responsible for optimizing the customer experience in every interaction. As a product expert, 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 is an exciting and impactful role that fuels improvement and innovation via ongoing feedback to other departments.

Location : Wylie, TX (zipcode 75098)

NO REMOTE POSITIONS ARE AVAILABLE, THIS JOB IS ON-SITE

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 and duties required to meet the goals of the company when asked to do so by the company’s management team

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.

HIRING COMPANY DESCRIPTION :

AXL Advanced designs and manufactures high-performance upgrades and stand alone products for Military and Law Enforcement for use with gear made by Crye Precision®, Spiritus Systems, FirstSpear®, Velocity Systems, Mayflower, S&S Precision, Ferro Concepts, LBT (London Bridge Traders), Eagle Industries, and other great Military / LE gear brands.

www.instagram.com / axladvanced

www.AXLadvanced.com

Last updated : 2024-06-19