Customer Service – Dealer & Product Specialist

Empire Distributing, a subsidiary of Outova, is seeking a highly skilled and customer-focused Customer Service – Dealer & Product Specialist to serve as a key liaison between our dealer network and internal teams. This role is responsible for managing complex order workflows, resolving escalated issues, tracking inventory, and providing expert-level product support, all while delivering a best-in-class customer experience.

The ideal candidate brings strong ERP system expertise, confidence handling high-volume phone interactions, and a deep commitment to product knowledge and service excellence. This individual thrives in a fast-paced environment, effectively balances multiple priorities, and takes a proactive, solutions-oriented approach to supporting both customers and internal operations.

Join Outova – Shaping the Future of Outdoor Living

One 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 Support

• Serve 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 Systems

• Accurately 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 Resolution

• Handle 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 Collaboration

• Partner 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 Expertise

• Develop 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 systems

Qualifications:

• Degree in Business, Supply Chain, or related field preferred (or equivalent professional experience).
• 3–5 years of customer service, dealer support, or order management experience
• Proven 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 environment

Key Competencies:

• Confident and professional phone presence
• Strong multitasking and organizational skills
• High attention to detail and accuracy
• Excellent problem-solving and critical thinking abilities
• Customer-first mindset with a proactive approach
• Ability to work both independently and collaboratively

Physical 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.