What are the responsibilities and job description for the Customer Experience & Pro Program Specialist - HUXWRX Safety Co. position at HUXWRX SAFETY CO LLC?
HUXWRX Safety Co.
Customer Experience & Pro Program Specialist
Department: Marketing
Reports to: Customer Experience Manager
Location: Millcreek, Utah (In-Office)
Employment Type: Full Time
About Us
HUXWRX Safety Co. is a leading manufacturer in the firearms and outdoor industry, driven by innovation, precision engineering, and a commitment to protecting the current and future professional. Serving law enforcement, military, and civilian markets, we operate with a mission-focused culture grounded in performance and integrity.
Role Overview
The Customer Experience & Pro Program Specialist is a high-impact member of the Customer Experience team responsible for delivering consistent, accurate, and professional service across all customer touchpoints. This role serves as the primary administrator of the HUXWRX Pro Program and owns the day-to-day execution of the program while supporting core customer service operations.
This position requires strong operational discipline, attention to detail, and the ability to manage communication across multiple platforms while collaborating closely with eCommerce, Sales, Law Enforcement, Marketing, and Operations.
Key Responsibilities
Customer Experience Operations
- Manage inbound calls, emails, texts, and RMAs with professionalism and efficiency.
- Maintain service-level expectations and ensure accurate documentation of all customer interactions.
- Provide timely resolution and clear communication across all service channels.
- Support reporting efforts and contribute to continuous service improvement initiatives.
Pro Program Ownership
- Serve as the primary administrator of the HUXWRX Pro Program, including application review, eligibility verification, onboarding, and participant communication.
- Maintain accurate program records and ensure compliance with established guidelines.
- Serve as primary point of contact for Pro Program inquiries and issue resolution.
- Coordinate with Sales and Marketing on program updates, promotions, and participant engagement.
- Identify opportunities to streamline processes and improve the overall Pro Program experience.
Product & Cross-Functional Alignment
- Maintain current knowledge of product lines, policies, and promotions.
- Work in collaboration with eCommerce, Sales Team, Law Enforcement Team, and Operations to ensure accurate and consistent customer support and communication.
- Contribute to the strategic growth and development of the Pro Program by supporting marketing initiatives, advancing educational efforts, and staying informed on relevant industry trends.
Systems & Process Support
- Utilize customer engagement platforms, phone/text systems, and e-commerce tools effectively.
- Assist with data tracking, feedback analysis, and service performance reporting.
- Recommend operational improvements that enhance efficiency and customer satisfaction.
Qualifications
- 3 years of experience in customer service, customer success, or customer experience roles.
- Experience in the shooting sports, hunting, outdoor, or regulated product industry preferred.
- Familiarity with NFA and non-NFA regulations and industry terminology preferred.
- Proficiency with Gorgias, RingCentral, BigCommerce, or similar customer engagement platforms.
- Strong communication, organizational, and problem-solving skills.
- Ability to work collaboratively across eCommerce, Sales, Marketing, Law Enforcement, and Operations teams
Compensation
Competitivebase salary aligned with experience.
Employee benefits*
- Medical
- Dental
- Vision
- 8 paid Holidays
- Up to 4 weeks of accrued PTO/Sick Leave
- 401k Plan
Note: The Company may, at any time, with or without notice, alter or change job responsibilities, reassign, or transfer job positions, or assign additional job responsibilities. From time to time, you may be asked to work on special projects or to assist with other work necessary or important to the operation of your department or the Company. Your cooperation and assistance in performing such additional work is expected.
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
*The Company reserves the right to eliminate or modify any of its benefits at any time, in its sole discretion, with or without notice.