Customer Service Representative

Primary Responsibilities

• Respond to inbound customer inquiries by phone, email, and online messaging in a prompt, professional manner.
• Provide accurate information regarding product specifications, availability, warranty policies, and service procedures.
• Aid customers in navigating company resources and directing them to appropriate departments when necessary (e.g., Sales, Shipping, or Warranty).
• Maintain professionalism and composure when handling sensitive or high-stress situations.
• Guide customers through the product service, warranty, and repair request processes.
• Collaborate with the warranty and gunsmithing teams to ensure timely resolution of service requests.
• Track service cases and communicate progress updates to customers clearly and proactively.
• Document all service interactions accurately within the company's customer management system.
• Collaborate with internal departments to ensure consistent and accurate customer communication.
• Identify recurring customer issues or questions and communicate insights to management for process improvement.
• Support the development of reference materials and FAQs to enhance future customer interactions.
• Contribute to a positive team environment that values accuracy, accountability, and shared success.

Desired Skills And Experience

• Exceptional written and verbal communication skills with a polished, professional tone.
• Strong problem-solving abilities with a focus on efficiency, accuracy, and customer satisfaction.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Experience with CRM or ERP systems (NetSuite experience a plus).
• Familiarity with firearms and related terminology preferred but not required.
• Strong sense of accountability, follow-through, and teamwork.