Customer Experience Specialist

Description

Required Qualifications

• Manage and document technical support issues, and interact with internal partners via phone, email, and live chat to ensure the functionality of Nightforce Optics and Horus products. Effectively managing multiple scenarios and prioritizing work based on business and 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 other departments such as shipping, production, R&D, and materials; escalate if necessary. This may require the use technology tools to assist with a resolution that fits the consumers and customers needs.
• Manage and document technical support issues and interact with customers via phone, email, and live chat interactions to ensure functionality of Nightforce Optics and Horus products.
• Create repeatable processes, automations, FAQ’s, 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, including mounting, zeroing, reticle calibration, focus/parallax adjustments, and environmental performance.
• Maintain accurate and throughout 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 consistent and professional experience without ever compromising quality
• Proactively seek out, pursue, obtain, learn, and retain product knowledge on a regular and ongoing basis through self-guided resources such as both independently through work instructions, manuals, and websites, as well as through company-provided training and asking questions.
• Works independently to make decisions with little direct oversight of a supervisor or manager while also working in a team environment. Makes suggestions and shows 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 RMA’s, 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.

Non-Essential Duties:

• Additional Duties as assigned.

Requirements

What we need to see: Required Qualifications

• 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. This position requires the ability to provide clear and concise instructions over the phone, live chat, email, and zoom.
• Active listening skills - proper phone etiquette to give full attention to what other people are saying, take time to understand the points being made, asking questions as appropriate
• Ability to prioritize workload and have 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

What we would love to see: Preferred Qualifications

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

Physical Requirements:

• Required to LIFT/CARRY Frequently (between 33%-66% of the time): 20 pounds, occasionally lifting up to 50 pounds with or without accommodation
• Required to PULL/PUSH Frequently: up to 20 pounds
• Bend: Frequently
• Twist: Frequently
• Squat: Occasionally
• Climb: Occasionally
• Kneel/Crawl: Occasionally
• Reach/Reach Overhead: Occasionally
• Finger Dexterity/Fine Manipulation: Continuously
• Sit: Continuously
• Computer/Mouse Use: Continuously
• Drive: Occasionally
• Repetitive Motion: Substantial movements of the wrist, hands, and/or fingers

What Sets Us Apart?

• 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 and increases year after year
• 10-13 paid holidays per year
• Matching 401k after one year of employment
• 4-day work week, who doesn't like 3-day weekends?
• Pride in our product
• 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).

Application Deadline: September 1, 2026