Description

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.

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