What are the responsibilities and job description for the Customer & Operations Support Associate position at Axon?
Join Axon and be a Force for Good.
At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.
Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.
This role is responsible for managing the day-to-day operations of customer support, ensuring a seamless experience from initial inquiries to order fulfillment. The individual will handle customer service calls, emails, and social media inquiries, address Return Merchandise Authorizations (RMAs), and collaborate closely with the warehouse and fulfillment teams to resolve shipping and fulfillment issues. The role also includes processing manual orders and occasionally supporting the Civilian team's shipping needs.
Essential functions :
- Customer Support :
- Manage customer inquiries via phone, email, and social media direct messages, ensuring timely and professional responses.
- Address customer concerns related to orders, shipping, product issues, and returns, providing resolution in a timely and effective manner.
- RMAs & Returns Management :
- Process RMAs, coordinating with customers and UPS to facilitate smooth returns and exchanges.
- Collaboration with Warehouse & Fulfillment :
- Work closely with warehouse and fulfillment teams to resolve any shipping and fulfillment issues, ensuring accurate and timely delivery of products.
- Manual Order Processing :
- Handle manual orders, ensuring proper documentation and fulfillment coordination.
- Social Media Support :
- Monitor and respond to customer inquiries on social media platforms (Facebook, Twitter, Instagram), providing support and addressing issues as needed.
- Support for Civilian Teams :
- Occasionally assist with shipping needs for the Civilian teams, ensuring orders are processed and delivered correctly.
Competencies :
Supervisory responsibilities :
Work environment :
Physical demands :
Travel required :
Benefits that Benefit You
Benefits listed herein may vary depending on the nature of your employment and the location where you work.
