Customer Service Dealer & Product Specialist
Outova, Arcade, NY, United States
Join Outova Shaping the Future of Outdoor LivingOne of our key businesses, Empire Distributing, is seeking an experienced Customer Service - Dealer & Product Specialist to join our team in Arcade, New York.
Position Overview:The Customer Service Dealer & Product Specialist acts as a critical link between our dealer network and internal operations, driving efficient order management and exceptional service delivery. This role oversees complex order workflows, handles escalated issues with confidence, Inventory tracking, product knowledge and support, and ensures a consistently high-quality customer experience.Key Responsibilities: Dealer & Product SupportServe as a dedicated point of contact for dealer accounts, providing expert-level support and guidance Manage and troubleshoot order flow, including releasing orders to the warehouse, resolving backorders, and addressing out-of-stock situations Confidently handle high-volume inbound and outbound calls with professionalism and clarity Build strong relationships with dealers through proactive communication and follow-up Order Management & ERP SystemsAccurately process and manage orders within ERP systems, ensuring data integrity and timely fulfillment Investigate and resolve order discrepancies, delays, and fulfillment issues Leverage ERP and internal tools to track order status, inventory, and customer interactions Customer Experience & Issue ResolutionHandle escalated customer concerns with a solution-oriented mindset Provide detailed product information, recommendations, and alternatives when needed Ensure timely resolution of inquiries while maintaining a high level of customer satisfaction Cross-Functional CollaborationPartner closely with warehouse, logistics, sales, and operations teams to resolve issues and improve processes Communicate effectively across departments to ensure alignment and timely execution Process Improvement & Product ExpertiseDevelop and maintain a strong understanding of product lines and company processes Identify trends, recurring issues, and opportunities for operational improvements Contribute to ongoing enhancements in customer service procedures and systemsQualifications:Degree in Business, Supply Chain, or related field preferred (or equivalent professional experience).35+ years of customer service, dealer support, or order management experienceProven experience working with ERP systems and order entry platforms Strong proficiency in Microsoft Excel and Microsoft Office Suite Demonstrated ability to manage multiple priorities in a fast-paced environmentKey Competencies:Confident and professional phone presenceStrong multitasking and organizational skillsHigh attention to detail and accuracyExcellent problem-solving and critical thinking abilitiesCustomer-first mindset with a proactive approachAbility to work both independently and collaborativelyPhysical Activities:Daily activity includes but is not limited to:Lifting, carrying, sitting, grasping, reaching, standing, kneeling, walking, bending, twisting.Ability to sit for extended periods at a computer.Frequent communication via phone, email, and in-person.Reading, communication, and math.Be able to regularly lift/move up to 30lbs.Noise level in the work environment is usually moderate to above moderate.Compensation and Benefits:Competitive hourly pay, commensurate with experience.Benefits: Comprehensive benefits package, including health insurance, retirement savings plans, and paid time off.Work Environment: Onsite Outova and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, gender identity, color, religion, sexual orientation, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. The company strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity. recblid ov3flp6cvbn06qss8ff9apt61avc6o
Position Overview:The Customer Service Dealer & Product Specialist acts as a critical link between our dealer network and internal operations, driving efficient order management and exceptional service delivery. This role oversees complex order workflows, handles escalated issues with confidence, Inventory tracking, product knowledge and support, and ensures a consistently high-quality customer experience.Key Responsibilities: Dealer & Product SupportServe as a dedicated point of contact for dealer accounts, providing expert-level support and guidance Manage and troubleshoot order flow, including releasing orders to the warehouse, resolving backorders, and addressing out-of-stock situations Confidently handle high-volume inbound and outbound calls with professionalism and clarity Build strong relationships with dealers through proactive communication and follow-up Order Management & ERP SystemsAccurately process and manage orders within ERP systems, ensuring data integrity and timely fulfillment Investigate and resolve order discrepancies, delays, and fulfillment issues Leverage ERP and internal tools to track order status, inventory, and customer interactions Customer Experience & Issue ResolutionHandle escalated customer concerns with a solution-oriented mindset Provide detailed product information, recommendations, and alternatives when needed Ensure timely resolution of inquiries while maintaining a high level of customer satisfaction Cross-Functional CollaborationPartner closely with warehouse, logistics, sales, and operations teams to resolve issues and improve processes Communicate effectively across departments to ensure alignment and timely execution Process Improvement & Product ExpertiseDevelop and maintain a strong understanding of product lines and company processes Identify trends, recurring issues, and opportunities for operational improvements Contribute to ongoing enhancements in customer service procedures and systemsQualifications:Degree in Business, Supply Chain, or related field preferred (or equivalent professional experience).35+ years of customer service, dealer support, or order management experienceProven experience working with ERP systems and order entry platforms Strong proficiency in Microsoft Excel and Microsoft Office Suite Demonstrated ability to manage multiple priorities in a fast-paced environmentKey Competencies:Confident and professional phone presenceStrong multitasking and organizational skillsHigh attention to detail and accuracyExcellent problem-solving and critical thinking abilitiesCustomer-first mindset with a proactive approachAbility to work both independently and collaborativelyPhysical Activities:Daily activity includes but is not limited to:Lifting, carrying, sitting, grasping, reaching, standing, kneeling, walking, bending, twisting.Ability to sit for extended periods at a computer.Frequent communication via phone, email, and in-person.Reading, communication, and math.Be able to regularly lift/move up to 30lbs.Noise level in the work environment is usually moderate to above moderate.Compensation and Benefits:Competitive hourly pay, commensurate with experience.Benefits: Comprehensive benefits package, including health insurance, retirement savings plans, and paid time off.Work Environment: Onsite Outova and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, gender identity, color, religion, sexual orientation, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. The company strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity. recblid ov3flp6cvbn06qss8ff9apt61avc6o