Customer Support Representative at Tactical Gear

Customer Support Representative – Tactical Gear Company (Wylie, TX)

AXL is a tactical gear design and manufacturing company for Military and Law Enforcement, seeking a motivated customer support representative to join our team.

The Customer Support Representative is responsible for communicating with customers to resolve any product or service issues. A key requirement is to be a product expert in tactical gear, maintaining detailed knowledge of our constantly evolving product line and initiatives, and acting as a champion for customers by serving as their central point of contact.

• Provide phone and email support to all customers, including individuals, dealers, agencies (federal, state & municipal), police departments, and military units.
• Answer technical questions about AXL products – requires deep knowledge of tactical gear.
• Provide customer quotes and process payments over the phone.
• Help customers place orders both online and over the phone, provide updates, order changes, and inquiries.
• Catalog customer feedback and evaluate warranty and repair claims.
• Set up and process returns and exchanges, and handle claims for packages lost in shipping.
• Identify problems and aid in solving them to ensure the best possible customer experience.
• Report irregular trends to appropriate teams for resolution.
• Coordinate dealer, agency, and unit orders with shipping and production teams.
• Ship returns, exchanges, and VIP orders.
• Maintain a high level of professionalism, even in challenging situations.
• Develop training materials and policies to aid new hires and current staff.
• Perform any other activity required to meet the goals ofำนวน company.
• Candidates must be able to differentiate between Crye, Ferro, and Spiritus products.

• Close all customer service queue items by the end of day.
• Send all requested customer quotes by the end of day.

• Deep knowledge of the assembly and use of Military/Law Enforcement cut & sewn load‑bearing gear (MOLLE/PALs), helmets ตรวจ ear‑pro, body armor vests, plate carriers, chest rigs, and ammo pouches from major brands (Spiritus, Crye, Ferro, Eagle, LBT, etc).
• Experience with firearms and training simulations (simunitions, UTM, airsoft, milsim, etc.).
• Excellent spoken and written communication skills, with the ability to clearly and efficiently get your messageφερ across.
• Excellent attention to detail.
• Good multitasking, critical thinking skills, problem‑solving, and customer‑centric mindset.
• Ability to work effectively and creatively under pressure and deadlines.
• Interest or involvement in groups, brands, or hobbies that align with the AXL mission.
  
  Basic knowledge with Microsoft Office and/or Google Apps.
• Must be eligible to work in the U اسرائیل.
• High School Diploma or GED.
• Be coachable, punctual, positive, efficient, and goal‑oriented.

• Must be able to sit for extended periods.
• Must be able to stand for extended periods.
• Must be able to look at a computer screen for extended periods.
• Must be able to converse on the telephone for extended periods.
• Ability to maintain a composed and professional demeanor in a flexible and sometimes noisy work environment.
• Full‑time availability:
  Mon‑Fri 9 teres‑7 pm (40 hrs/week).
• Availability around all major holidays, with likely overtime.
• Reliable transportation.
• Ability and willingness to lift up to 50 lbs.

• 1 or more years in a customer experience or customer service role (call center or e‑commerce).
• Familiarity with Fresh Desk, Netsuite, Shopify, and/or Ship Station.
• Military Veteran and/or First Responder.
• Speak and write Spanish fluently.

$10–Isso agencies per hour (depending on experience)
Compensation: $17. waaronder/per hr

• Medical, Dental, Vision.
• Accrued Time Off (ATO after probation).
• Long‑term Disability Insurance.
• Short‑term Disability Insurance.
• 401(k).
• Performance Bonuses.
• Industry professional discounts.
• Other benefits.

AXL Advanced designs and manufactures high‑performance rescue upgrades and standalone products for Military and Law Enforcement using gear made by Crye Precision®, Spiritus Systems, First Spear®, Velocity Systems, Mayflower, S&S Precision, Ferro Concepts, LBT, Eagle Industries, and other great Military/LE gear brands.

AXL Advanced is proud to be an Equal Opportunity Employer.