Customer Service Specialist

Dealer Experience Representative

This role serves as the main point of contact between a specialty accounts team and an external sales force, delivering strong customer service to both internal staff and outside customers throughout the U.S. and Canada. The person in this position also picks up various support projects for the service team, such as handling shortage claims on shipments, managing returns, processing warranty issues, and entering orders.

Core Responsibilities:

• Maintain solid product knowledge and be able to explain technical details about the racquet product line
• Handle escalated customer service problems and make sure they're resolved appropriately
• Field equipment-related questions and offer product recommendations
• Track open orders closely to keep deliveries on schedule
• Look for opportunities to grow sales within existing accounts by suggesting complementary or replacement products
• Manage order processing — including standard orders, returns, and samples — to keep customers satisfied and encourage repeat business
• Build and maintain strong working relationships with both internal teams and outside customers

Qualifications:

• A bachelor's degree in business or a related field plus at least 2 years of relevant experience, OR 3+ years in a customer-service-oriented role as a substitute for the degree
• Solid proficiency with Microsoft Office; familiarity with SAP is a plus
• An interest in sports or athletic brands is a bonus

Additional Traits:

• Strong people skills, with the ability to stay calm and defuse tense customer interactions
• General knowledge of racquet sports equipment and the ability to speak to competing brands
• Comfortable working independently and coordinating across multiple teams, including in a remote setup
• Strong multitasking and prioritization skills, able to meet deadlines
• Adaptable to shifting priorities as business needs change