Customer Service Representative

Job DetailsJob Location: KANSAS CITY, KS 66115Position Type: Full TimeEducation Level: High SchoolTravel Percentage: NoneJob Shift: DayJob Category: Customer ServiceJob Purpose: Ensure exceptional service to retail customers by effectively communicating product information and accurately processing orders through phone, email, and the online store. ESSENTIAL JOB FUNCTIONS: •    Deliver prompt, courteous, and efficient customer service by responding to inquiries, processing orders, and handling customer concerns via phone and email •    Collaborate with CZ-USA subject matter experts to obtain product knowledge and technical support •    Demonstrate a thorough understanding of CZ-USA’s product line, including technical specifications •    Efficiently navigate and utilize internal company systems for order processing and customer support •    Disseminate public information in accordance with established company policies and communication protocols  •    Collaborate with product experts to resolve complex issues and provide accurate product and service information •    Reference catalogs and system databases to identify replacement parts and pricing •    Maintain accurate electronic records of customer interactions and transactions •    Determine appropriate replacement parts based on inspections, customer input, or reported malfunctions •    Process payments and credit authorizations securely and accurately •    Conduct inventory audits and maintain accurate stock records •    Recommend substitute parts when exact replacements are unavailable •    Inspect returned merchandise for defects and facilitate exchanges or refunds •    Resolve customer issues and escalate unresolved concerns to management  •    Verify disputed merchandise with original requisitions and process returns or adjustments •    Investigate complaints to determine validity and identify root causes, including potential misuse •    Support operational goals by maintaining service standards and system integrity •    Support department colleagues as needed •    Accurately complete and maintain all required paperwork and records in a timely manner •    Participate in ongoing learning through educational opportunities and professional publications •    Maintain regular and punctual attendance to support workflow continuity •    Adhere to all company policies and procedures •    Perform other duties as assigned by supervisor or manager •    Maintain a clean and organized work area QualificationsQUALIFICATIONS: To perform this job successfully, you must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Education   High School diploma or equivalent Required Experience & Skills •    Strong interpersonal skills; friendly, approachable, motivated, with a strong work ethic and integrity  •    Ability to multi-task, manage time effectively, and prioritize responsibilities  •    Strong critical thinking and problem-solving abilities •    Must understand firearm cycle of operations •    Comprehensive understanding of CZ-USA’s products and applications •    Strong proficiency in Microsoft Office Suite, including Outlook, Word, and Excel  •    Effective use of electronic communication tools (email, phone systems, etc.) •    Fluent in spoken and written English •    Willingness to work overtime as needed to support operational demands Preferred Experience & Skills •    Minimum of two (2) years of customer service experience, preferably in a technical or product support environment •    Minimum of two (2) years of hands-on experience in ordering, stocking, inventory management, or assembly/disassembly of firearms •    Minimum of two (2) years of experience in firearms parts sales, service, and distribution •    Associate’s degree or some college  Supervisory Responsibilities   No Travel Requirements   None Additional Eligibility Requirements •    Must be at least 18 years old •    Ability to legally possess firearms under applicable laws •    Must know basic firearms safety •    Ability to pass a criminal background test and drug test PHYSICAL REQUIREMENTS & WORKING CONDITIONS: The following are the physical requirements of this position, which all workers filling the position must be able to do or withstand each day: Workload: This position is classified as, Light work: Exerting up to 20 pounds of force occasionally, and up to 10 pounds of force frequently, and a negligible amount of force constantly to move objects. Vision: Maintain close visual acuity for computer work, data analysis, reading, and color recognition. Mobility and Movement: Walking for extended distances, standing for prolonged periods, and transitioning between positions such as stooping, kneeling, and crouching.  Manual Agility and Reach: Reaching in various directions and using upper extremities to push, pull, lift, or carry objects.  Strength and Endurance: Exerting physical effort to move items from one position to another, including lifting from low to high surfaces and applying sustained force during pushing or pulling tasks. Dexterity: Perform tasks requiring fingering, grasping, feeling, and repetitive hand or wrist motions. Communication: Speak clearly, follow and deliver detailed verbal instructions, and hear accurately (with or without correction). Environment: Work in conditions that may include exposure to fumes, odors, dusts, mists, oils or gases.