Customer Service Representative - Direct Sales

Essential Duties and Responsibilities

• Informs customer of unit prices, shipping date, anticipated delays, and any additional information needed by customer.
• Receives, processes and verifies the accuracy of orders from customers utilizing the company's ERP system and customer purchase orders.
• Maintains and updates accurate records within the Magpul Customer Relationship Management ("CRM") system.
• Completes computer transactions necessary for proper customer transactions within the Magpul ERP system.
• Communicates with customers via telephone, fax and/or email.
• Computes price, discount and shipping charges as required.
• Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments.
• Communicates with customers via telephone, fax and/or email.
• Escalates to Customer Service Supervisor when appropriate.
• Initiates required actions for the return of product in appropriate circumstances.
• Confers with production, shipping and warehouse to expedite or trace missing or delayed shipments.
• Answers basic questions from customers on how a product operates and escalates to technical support as necessary.
• Runs appropriate compliance checks on all orders/customers.
• Provides timely and accurate information to incoming customer order status questions.
• Provides timely feedback to Magpul management regarding service failures or customer concerns.
• Responsible for actively ensuring the retention of the company's customer base which includes promoting the organization to existing customers.
• Provides back-up support to other group members in the performance of job duties as required.

Qualifications

• High school diploma or equivalent required.
• 2+ years as a customer service representative in a high volume call environment.
• Knowledge of firearms platforms a plus but not required.
• Ability to do basic math (addition, subtraction, multiplication and division).