• Provide world-class service to OLLY’s customers. Efficient and comprehensive communication with customer/retailers regarding inquiries, problem resolutions, etc. • Support and work cross functionally with Sales team, Finance and rest of Olly’s supply chain • Process and efficiently manage full cycle of customer orders through EDI and Microsoft D365 (ERP). Be able to troubleshoot ad hoc issues that arise • Work with 3PL to efficiently manage finished goods inventory to maintain successful fulfillment levels for customer orders • Assist with customer and item data setup • Assist with Bills of Materials, managing UPCs creations, complete customer specific datahubs (Salsify) • Work with the S&OP Manager on identifying orders at risk for “cuts” and manage allocations. Monitor open orders, available inventory, aged inventory regularly and as dictated by business needs • Facilitate new customer onboarding by completing “new item” requests, obtaining Routing Guides, and providing timely updates and reports • Pull together metrics and appropriate KPIs to be able to track customer service related performance

Customer Support Representative (Bilingual, Spanish) Eastern Timezone United States AssetWatch serves global manufacturers by powering manufacturing uptime through the delivery of an unparalleled condition monitoring experience, with a passion to care about the assets our customers care for every day. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders united by a common goal – To build the future of predictive maintenance. As we enter the next phase of rapid growth, we are seeking people to help lead the journey. The Customer Support Representative (Bilingual, Spanish) will develop an understanding of AssetWatch products and services to support both hardware and network outages for external customers. This role requires fluency in both English and Spanish to effectively support and communicate with a diverse customer base. You will collaborate with stakeholders to ensure timely resolution and long-term solutions. We are only considering candidates who reside in EST timezone given. What’s the Opportunity - Manage multiple incoming streams of support requests via software platforms, phone, email, and internal channels - Provide support to customers in both English and Spanish across written and verbal communication channels - Support a customer base primarily located in Mexico, ensuring clear, culturally aware, and effective communication - Coordinate with internal and external stakeholders as needed to address complex cases and ensure long-term solutions - Work cross-functionally to support delivery of a high-quality customer experience, including sharing customer feedback with Product teams - Proactively contact customers to resolve issues before they escalate - Build strong, trusting relationships with customers and internal stakeholders through timely and effective communication - Identify opportunities to proactively address potential challenges or recurring issues - Meet or exceed case management and response time expectations - Utilize multiple software tools to diagnose issues and implement appropriate solutions - Promote customer loyalty through recognition and engagement initiatives - Perform other responsibilities as directed by the AssetWatch Support Manager Qualifications - 2+ years of experience in technical support or a related field - 2+ years of customer service experience (in-person or virtual) - Professional fluency in both English and Spanish (written and verbal), with the ability to support customers in both languages as a core job function - Experience working in high-volume support environments and ticketing systems - Experience with CRM platforms (Salesforce strongly preferred) - Ability to effectively use remote communication tools (e.g., Zoom, Slack) to collaborate and provide support - Strong problem-solving skills and ability to manage multiple priorities in a fast-paced environment #LI-REMOTE What We Offer: AssetWatch is a remote-first company that puts people at the center of everything we do. We want our team members to thrive - that’s why we offer a range of benefits and perks designed to support your well-being, growth, and work-life balance. - Competitive compensation package including stock options - Flexible work schedule - Comprehensive benefits including retirement plan match - Opportunity to make a real impact every day - Work with a dynamic and growing team - Unlimited PTO We have a distributed team that works remotely across locations in the United States and Ontario, Canada. Collaboration within core working hours is required.

• Transform customer data and feedback into actionable insights • Lead Voice of Customer (VoC) initiatives • Analyze experience data and partner cross-functionally • Design, implement, and manage VoC programs (e.g., NPS, CSAT, CES) • Ensure consistent and high-quality customer feedback collection • Optimize survey strategy, timing, and response rates • Analyze quantitative and qualitative customer data to identify trends • Map and analyze end-to-end customer journeys • Build dashboards, reports, and executive summaries • Present findings to senior leadership

• Provide quality Customer Service via Telephone, Email, Chat, and Form Fill contact for homeowners, distributors, dealers, internal and external customers by timely and effectively responding to their service needs. • Develop a deep understanding of the products or services being offered, including their features, benefits, and competitive advantages. • Provide information to the consumers regarding our products, rebates and financing and other targeted marketing campaigns. • Coordinate with the dealer for an effective handoff of the consumer and product recommendations determined through the sales process / interactions with the homeowner. • Generate “warm” leads through inbound calls and completed forms and forward leads to our HVAC Dealers & Contractors. • Meet or sales and call center performance levels defined in KPI’s and SLA’s. • Perform data entry, document reviews, tracking and maintain customer and sales records. • Consult with internal technical experts, when necessary to answer consumer questions on applicable products. • Conduct follow-up calls or emails to nurture leads, answer questions, and ensure customer satisfaction. • Meet or exceed assigned sales quotas and targets to contribute to the company’s revenue goals. • Consult with the Call Center Supervisor if additional information or support is needed. • Complete special call center projects as assigned. • Identify and suggest process improvement opportunities. • Perform other duties as assigned. Work positively with all levels of management and peers to ensure all areas and departments are kept up to speed and are working as an effective team to deliver the highest level of service possible. • Understand and follow work instructions, operating procedures, and company policies. • Perform additional projects as assigned.