Position Summary
The Powers Manufacturing Company is seeking a Product Support Specialist to provide advanced product support to our sporting goods dealer network.
This position serves as the primary escalation point for dealer questions that require product knowledge, judgment, or coordination beyond routine customer service. The specialist will help dealers navigate product selection, fit, fabrics, decoration options, samples, returns, and other product-related needs.
The role also includes presenting and demonstrating Powers products through virtual dealer presentations, dealer shows, and industry events. The position does not carry an individual sales territory, sales quota, or portfolio of dealer accounts.
The position is cross-trained in customer service and order processing. Customer-service and order-entry coverage are secondary responsibilities performed as needed; the position's primary focus remains advanced product support, dealer education, product samples and returns, and product communication.
Essential Duties and Responsibilities
· Serve as the primary escalation point for dealer product questions requiring additional knowledge, judgment, or consultation.
· Develop and maintain detailed knowledge of Powers' athletic uniform products, including fit, fabrics, construction, decoration options, specifications, and ordering requirements.
· Help dealers compare products, evaluate options, and make informed recommendations based on customer needs.
· Conduct virtual product presentations and training sessions with dealers and sales representatives.
· Present and demonstrate Powers products at dealer shows, meetings, and industry events.
· Coordinate product samples, including selection, shipment, tracking, follow-up, and returns.
· Manage return authorization requests and related dealer communication in accordance with company policy.
· Review pricing, product, or policy exceptions as a secondary level of review before escalation to management when needed.
· Support product launches and communicate new products, updates, and changes to dealers and internal staff.
· Help train Customer Service Representatives on product knowledge, terminology, and standard product questions.
· Remain cross-trained in customer-service and order-entry procedures and provide coverage when needed.
· Work with Customer Service, Editing, Sales, Product Development, and other departments to resolve dealer needs efficiently.
· Perform other job-related duties as assigned.
Required Qualifications
· High school diploma or GED.
· Strong interest in athletics, team sports, athletic uniforms, sporting goods, or related products.
· Strong written and verbal communication skills.
· Comfort speaking to groups and presenting products in virtual and in-person settings.
· Ability to learn detailed product information and apply it to customer-specific situations.
· Strong problem-solving skills, sound judgment, and attention to detail.
· Ability to explain product options and recommendations clearly and confidently.
· Strong organizational skills and ability to manage multiple open requests and follow-up items.
· Basic computer proficiency and ability to learn company-specific software and ordering systems.
· Ability to work collaboratively within a shared customer-service environment.
· Ability to travel periodically for dealer shows, meetings, and company events.
Preferred Qualifications
· Associate's or bachelor's degree.
· Experience in sporting goods, team athletics, athletic apparel, uniforms, or a related industry.
· Previous experience in product support, customer service, sales support, inside sales, or another consultative customer-facing role.
· Experience with customized apparel, athletic uniform products, or sporting goods dealers.
· Experience conducting product demonstrations, customer presentations, virtual training, or trade-show presentations.
· Experience using ERP, CRM, order-management, or online ordering systems.
Disclaimer: References will be checked, and background checks will be performed. Must be able to commute or be willing to relocate closer to office location.
Pay: From $20.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Retirement plan
- Vision insurance
Work Location: In person
