Job Details

Since 1923, LOWA has earned a reputation for crafting premium outdoor boots and shoes that blend outstanding quality and fit through innovative design and proprietary technology. As part of Tecnica Group North America, a family of leading outdoor brands, we are committed to a best-in-class employee experience rooted in connection, growth, passion, and purpose.

Position Summary

The Dealer and Consumer Service Representative - Professional will serve as the primary point of contact for professional (tactical, work, and duty) dealers and consumers, ensuring timely, solution-oriented support that reflects the brand's high standards. This role will focus primarily on managing the tactical side of the business while also serving as an overflow resource for the Outdoor segment when needed.

The position requires strong attention to detail, proactive communication, and the ability to manage complex order and service requirements. By becoming an expert in the company's ERP system and working cross-functionally with Sales, Operations, and the 3PL warehouse, this role ensures that orders, returns, warranties, and deliveries are managed accurately and efficiently.

Essential Duties and Responsibilities

Customer Service & Support

• Serve as the primary contact for tactical dealers and consumers, handling inquiries via phone, email, and other channels with professionalism and efficiency.
• Troubleshoot and resolve service issues promptly, escalating when necessary to maintain customer satisfaction.
• Act as a brand ambassador, delivering consistent, high-quality service across all professional accounts.

Order & After-Sales Management

• Manage order book for tactical accounts, ensuring accurate entry, timely updates, and efficient fulfillment.
• Process after-sales services including returns, exchanges, and warranty claims for professional accounts.
• Proactively identify and address delivery delays, order extensions, and fulfillment challenges to minimize disruptions.
• Coordinate with 3PL warehouse and logistics partners to ensure accurate and timely deliveries.

Sales & Business Development Support

• Partner with Sales Representatives focused on the tactical market to provide account updates, service support, and customer insights.
• Contribute to business development activities by ensuring professional accounts receive accurate and timely service.
• Make outbound calls to the Professional Dealer base to provide account management and identify opportunities for growth.
• Support Outdoor dealer and consumer service as needed.

Systems & Process Mastery

• Become an expert in the ERP system to manage tactical orders, returns, and service requests efficiently.
• Ensure accurate and timely data entry for all transactions.
• Assist in refining service processes and implementing best practices across the Customer Service team.

Qualifications, Skills, Abilities & Competencies

• Bachelor's degree preferred; associate degree or equivalent work experience considered.
• 2+ years of customer service or account support experience, preferably within tactical, footwear, outdoor, or consumer goods industries.
• Experience with ERP systems or order management platforms required.
• Familiarity with firearms culture and terminology; able to communicate authentically with practitioners.
• Strong written and verbal communication skills.
• Detail-oriented, organized, and proactive problem solver.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-first mindset with strong interpersonal skills.
• Team-oriented with ability to collaborate cross-functionally.
• Tech-savvy with the ability to learn and master new systems.

Physical Demands & Working Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

While performing the duties of this role, the employee is regularly required to sit, stand, walk, talk, and hear. The employee may occasionally kneel, stoop, crouch, twist, and lift up to 30 pounds, with or without accommodations.

The work environment is typically office-based with moderate noise levels but may involve occasional exposure to warehouse environments with variable noise and lighting.