DISTRIBUTOR SUPPORT SPECIALIST

SHIFT: Full Time Non Exempt 7:00AM - 5:30PM Mon - Thur
TRAVEL REQUIRED: Minimal Travel (less than 10%)
RELOCATION COST: Not Paid
COMPENSATION: Hourly Wage $19-$22 DOE
LOCATION: In Office - Riverside, CA (not remote work)
CLOSING DATE: Open until filled
BENEFITS: Paid time off, 4% matching 401K, profit sharing, AFLAC, paid development time, medical, dental and group life insurance benefits, EAP, and most importantly an amazing culture.

Phenix Technology, Inc. of Riverside is looking for leaders that want to join our family. We need passionate people to join our team who believe in continuous improvement and want to be true contributors to success. If you are just looking for a “job,” then we aren’t the place. We need to change engineers and leaders who want to be part of our family. Everyone at Phenix is considered a leader, and we only want those willing to lead to apply.

We are a leading manufacturer of fire helmets dedicated to ensuring the safety and protection of firefighters worldwide. Our commitment to quality, innovation, and excellence drives everything we do as we strive to provide the highest standard of protective gear for those who serve on the front lines.

A successful Distributor Support Specialist at Phenix Technology, Inc. is a proactive problem solver with a passion for customer excellence and continuous improvement. They thrive in a collaborative, fast-paced environment, demonstrating strong communication skills, attention to detail, and a commitment to quality. Aligned with our core values, they embrace leadership at every level, maintain a humble, curious, and courageous mindset, and actively contribute to creating an environment of joy and innovation. Driven by a desire to leave the world a better place, they take ownership of their work, always seeking ways to enhance processes and elevate customer experiences.

Our Core Focus:
Better People – Better Products – Better World

Our Core Values:
Make Excellence our Habit
Leave the World a Better Place
Create an Environment of Joy
Focus on Continuous Improvement
Be Humble, Be Curious, Be Courageous

JOB DESCRIPTION
Under general supervision of the Customer Experience Lead, performs a variety of duties supporting our customer network handling return merchandise authorizations, after shipment support, distributor training and support and aid the Customer Experience Team in order processing.

RESPONSIBILITIES

• Provide positive customer experiences in every single interaction.
• Respond to customer queries in a timely and effective manner in person or via phone, email, social media, and chat applications.
• Handle customer support cases through phone and email submission
• Facilitate all Returned Merchandise RMA-related communications and properly document RMAs through each stage and ensuring timely completion.
• Identify customer needs and take proactive steps to maintain positive experiences.
• Aligning customer experience strategies with marketing initiatives by informing customers about new product features and functionalities
• Understand NFPA and ISO guidelines.
• Communicate, as needed, with distributors, engineering team, quality, and production teams to answer questions and ensure order accuracy and completion.
• Support the Customer Experience Team with order input, processing, and reviewing when needed.
• Upon request, represent the company at relevant trade shows or events, providing information and generating excitement about our products and services.
• Participate in special project work, such as (but not limited to) market research, sales trend analysis, marketing, product testing, quality assurance, lean and continuous improvements.
• Assist in performing all tasks necessary to achieve the organization’ s mission and help execute growth plans.
• Maintains customer confidence and protects operations by keeping information confidential.
• Assist with ISO 9001 Quality Management System, review, and continual improvement processes.
• Perform other duties as assigned.

MINIMUM QUALIFICATIONS

• High School Diploma or G.E.D. or equivalent work experience
• Basic knowledge of mathematics
• High level of integrity and professionalism
• Knowledge of Windows-based computer software programs (MS Word, MS Excel)
• 2-3 years’ experience selling products or handling customer service needs.
• Ability to demonstrate top notch interpersonal and phone etiquette skills.
• Strong oral and written communication skills
• Expected to be on time and able to maintain a high attendance record.
• Coordinate multiple tasks simultaneously.
• Excellent prioritization skills
• Self-motivated, practical, results oriented, positive attitude.
• Time management, service orientation, social perceptiveness, and reading comprehension.
• Strong critical thinking and creative problem-solving skills; able to balance attention to detail with big picture thinking.
• Flexible, comfortable with change, and able to maintain a positive and infectious attitude.

IDEAL CANDIDATE QUALIFICATIONS

• Knowledge of office software, particularly the Microsoft Office Suite, Outlook, Fishbowl, QuickBooks, Therefore, Adobe, and Photoshop
• 2+ years of sales or support experience
• Bachelor’s in business or related field
• Bilingual, Spanish preferred
• Able to type 35 WPM.
• 5+ years of customer service experience
• Project management experience preferred.
• Have a strong knowledge of a lean manufacturing culture and a culture of lean.

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee may be required to do the following:

• Frequently required to sit, walk and talk or hear; and use hands to handle, or operate objects, tools, or controls; and reach with hands and arms.
• Occasionally climb or balance, stoop, kneel, crouch or crawl.
• Vision should be correctable to accurately read small font writing.

Why Join Us?
• Four day work week time schedule to suit your lifestyle.
• Opportunity to contribute to a growing manufacturing business with a strong community impact.
• Work in a collaborative and supportive team environment.

READY TO APPLY? 

Phenix Technology, Inc. is an essential service provider who demonstrates strict safety practices under the guidelines of the CDC and OSHA.

To apply, submit a 1-2 minute video resume to apply@phenixfirehelmets.com. Tell us about yourself in a simple video and upload it to YouTube. Once you have uploaded your video, email a link to your video resume and your paper resume to apply@phenixfirehelmets.com. 

Not sure where to start with a video resume? Check out this video!