Customer Service Representative

Job Description

The Customer Service Representative regularly responds to customer inquiries, concerns, and claims in a professional and supporting manner with a Customer First approach. Representatives are considered product application experts and engage with customers, distributors, and dealers through marketing and trade show events. This position is currently “hybrid remote” but could transition to 100% in office. Hours are from 9am to 5;30 M-F

Reporting

Customer Service Manager

Responsibilities

• Delivers excellent customer service that ensures ongoing sales and high levels of customer satisfaction 
• Serves customers by providing information on product features, specifications, and warranty information via email, website inquiries, and phone calls.
• Assists customers with warranty claims and technical support.
• Attracts potential customers by answering product and service questions and suggesting information about other products.
• Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Collects and records customer information for customer service and warranty reports.
• Works events and trade shows as required, including weekend travel (estimated travel 10-20%).
• Successfully complete tasks whether working from the office or remotely.
• Other duties as assigned.

Qualifications

• Must be a U.S. Citizen due to ITAR regulations
• Must be willing to submit to and pass a background check.
• Proven customer support experience 
• Knowledge of and experience in the firearms industry is strongly preferred but not required
• Ability to adapt and respond to different types of customers with empathy 
• Strong problem-solving skills 
• Highly detail-oriented, 
• Excellent time management skills 
• Solid communication and interpersonal skills 
• Service focused and team oriented
• Excellent verbal conflict resolution skills 
• Able to lift 35 lbs. on occasion

Compensation

Salaried exempt position, including health, vision, dental, & disability insurance, PTO, and 401K benefits.