Online Sales & Equipment Expert

2nd Swing•Eden Prairie, MN

1d•Onsite

About The Position

The Online Fitting & Support team plays an important role in delivering a best-in-class customer experience to 2nd Swing ecommerce customers. The Online Sales & Equipment Expert provides advanced golf equipment knowledge and personalized recommendations to help golfers make confident purchasing decisions. This role handles complex product inquiries, guides customers through custom equipment orders, and serves as a trusted resource for both customers and teammates. This position is a full-time in-office position located in Eden Prairie, MN. No remote work will be offered. Weekend availability required. The ideal candidate has extensive golf retail experience, advanced knowledge of golf equipment technology, and the ability to translate complex equipment specifications and fitting data into practical recommendations. This individual demonstrates exceptional communication and problem-solving skills, works independently to resolve challenging customer needs, and helps elevate the team's overall product knowledge and customer experience.

Requirements

5+ years of golf retail, golf equipment sales, or related golf industry experience.
Extensive knowledge of golf equipment technology, including club specifications, construction, shaft and grip options, fitting considerations, and performance characteristics across major brands.
Demonstrated ability to make advanced equipment recommendations based on golfer needs, preferences, playing ability, and fitting information.
Strong understanding of custom club ordering, equipment customization, and product compatibility.
Proficiency interpreting launch monitor data and applying golf fitting concepts to equipment recommendations.
Exceptional written communication, customer service, and problem-solving skills.
Demonstrated ability to independently resolve complex customer inquiries and challenging situations.
Strong computer skills and ability to navigate multiple systems efficiently.
Passion for golf and a commitment to delivering knowledgeable, personalized customer service.

Nice To Haves

Previous ecommerce, online sales, or live chat support experience.
Experience with advanced club fitting or custom equipment ordering.
OEM (Original Equipment Manufacturer) certifications from golf equipment brands.
Familiarity with NetSuite, Microsoft 365, UKG, Counterpoint, Braintree, Affirm, or PayPal.
Experience coaching teammates or serving as a subject matter expert in golf equipment.

Responsibilities

Deliver exceptional golfer experiences across phone, email, and chat, setting a high standard for customer service.
Resolve the most complex customer inquiries, escalations, and sensitive situations with confidence, empathy, and sound judgment.
Apply advanced knowledge of company policies and procedures to resolve unique situations and communicate decisions effectively.
Handle complex transactions, payment concerns, order issues, and inventory discrepancies.
Provide expert guidance on golf equipment, product availability, trade-in processes, and warranty inquiries.
Partner with manufacturers and internal teams to resolve challenging customer and equipment issues.
Serve as a subject matter expert on customer support systems, processes, and policies.
Coach and support teammates by sharing knowledge, demonstrating best practices, and helping resolve difficult inquiries.
Identify recurring customer concerns and recommend improvements to processes, policies, and service efficiency.
Support onboarding and ongoing training by providing guidance on customer service standards, systems, and procedures.
Maintain strong working knowledge of golf equipment, company systems, and operational processes.
Take ownership of complex issues through resolution and contribute to broader team goals.