Customer Service Representative

SIG SAUER, Inc. is a leading provider and manufacturer of firearms, electro-optics, ammunition, airguns, suppressors, remote controlled weapons stations, and training. For over 250 years, SIG SAUER has evolved by blending American ingenuity, German engineering, and Swiss precision. Today, it is synonymous with industry-leading quality and innovation, serving the U.S. Military, global defense community, law enforcement, competitive shooters, hunters, and responsible citizens. SIG SAUER also operates the SIG SAUER Academy, offering elite firearms instruction and tactical training. Headquartered in Newington, New Hampshire, SIG SAUER employs people across various U.S. and global locations and is certified a Great Place to Work™.

About the role

The Customer Service Representative will support direct product consumers by facilitating repairs, sales, and providing product knowledge. This entry-level position serves as the key link between customers and SIG, coordinating internally and externally to manage and support sales functions while keeping customers satisfied via phone, email, and other communication channels.

Responsibilities

• Respond to incoming inquiries for new orders, warranty claims, pricing, availability, general inquiries, and support for all product lines.
• Sell products and accessories to consumers based on their described needs.
• Support the department on tasks related to consumer interests and business development.
• Collaborate with Finance, Legal, Marketing, IT, and other internal teams to best serve customers.
• Utilize required programs to manage orders, returns, repairs, interactions, and research technical requirements and questions.
• Handle up to 50 calls per day when demand requires.
• Maintain a rolling 90-day average satisfaction score of 90% or higher.
• Meet a sales quota of $1,000 per week (firearms) and a warranty sales closing ratio of 25% or higher (optics).
• Communicate trends in customer inquiries to management.
• Attend customer-facing tradeshows when possible.
• Maintain a professional, empathetic, and positive demeanor to optimize customer satisfaction.
• Engage in Continuous Improvement projects and tasks.
• Participate in and sustain 5S Standards.
• Follow all required Safety and ISO procedures.
• Demonstrate safe handling of firearms on active ranges at all times.
• Perform miscellaneous duties as assigned.

Requirements

• High School diploma or equivalent required; a 2-year college degree preferred.
• One to three years of previous work experience required.
• Experience working in a Call Center environment preferred.
• Knowledge of customer service principles, best practices, and strong troubleshooting skills.
• Knowledge of hunting practices, shooting sports, ballistics, sporting optics, and rifle scope applications preferred.
• Ability to adapt to changing priorities in a dynamic, fast-paced business environment.
• Excellent organizational skills and strong attention to detail.
• Demonstrated ability to prioritize and execute multiple projects simultaneously.
• Working knowledge of Microsoft Excel, Word, and PowerPoint.
• Understanding of Customer Relationship Management (CRM) tools.
• Self-motivated and customer-focused.
• Able to identify and analyze complex problems and communicate findings clearly to stakeholders.
• Must be able to convey ideas and information clearly, concisely, and accurately, both verbally and in writing.
• Must live within 2 hours of Newington, NH.

Working Conditions

• Prolonged periods of sitting at a desk and working at a computer using a keyboard, mouse, and phone/headset performing repetitive tasks.
• Ability to open file cabinets, reach with hands and arms, bend, twist, lift, and move files.
• Ability to lift up to 25 pounds.
• Must wear required Personal Protective Equipment (PPE) where required.
• Must comply with all work exposure EH&S training requirements and adhere to SIG SAUER Inc. Security Mandates.
• Live fire on active firearms ranges, requiring safe handling of firearms at all times.