Associate, Dealer Support

Summary Description: This position provides support to Dealer accounts and inquiries. This role is service driven to support our operations for the organization and Silencer Shop Dealers as needed or requested.

Position Purpose: The purpose of this position is to serve as the primary liaison for our network of dealers, distributors, and commercial partners. This role is responsible for resolving account inquiries, providing order status tracking, and assisting dealers with ATF Form 3 transfers and eForms compliance. The ideal candidate combines exceptional customer service, meticulous administrative accuracy, and to ensure a seamless experience for our dealer channel.

RESPONSIBLITIES

Protects and promotes the Silencer Shop brand at all times.

Supports our Mission, “Silencer Ownership Simplified”

Serve as a point of contact for dealer inquiries via phone, email, and dealer portal tickets regarding pricing, product availability, order status, and shipping.

Coordinate with warehouse, inventory, and logistics teams to ensure prompt order processing, accurate shipments, and tracking updates.

Maintain accurate records of customer interactions and sales activities in BoundBook.

Assist dealer partners with questions regarding Form 3/Form 4 workflows, serialization, and NFA transfer procedures

Dealer relationship management and account support

Assist dealers with onboarding to self-service dealer portals, digital ordering tools, and inventory

Resolve operational issues and servicing account needs

Address and resolve dealer order discrepancies, shipping claims, returns (RMAs), and warranty repair intakes in a prompt, professional manner

Engagement with customer calls, emails, and chats in a timely fashion

Assist with special projects assigned by Management

Assumes additional responsibilities as assigned

Works collaboratively with others (internally and externally) to achieve common objectives, goals and results.

Demonstrates fiscal responsibility with all Company assets.

SCOPE:

Accountable for setting own work direction toward specific objectives

May serve as advisor to staff and above

Acts on assigned work

May provide input on work activities, identifying problems and recommending solutions to assigned daily tasks

Objectives set by manager who directs employees to execute tasks or projects

EDUCATION & EXPERIENCE:

High school diploma/GED equivalent or equivalent work experience

1 year of customer service experience, ideally within the firearms, shooting sports industry.

Establish and maintain an effective working relationship with management, vendors and co-workers

and foster a team environment

KNOWLEDGE, SKILLS, AND ABILITIES:

Knowledge of the Department’s SOP’s and Company Policies and Procedures.

Basic familiarity with applicable federal regulations pertaining to acquiring and disposing of firearms, and maintenance of related records[CB1.1]

Proficiency in MS Office Word, Excel, Outlook, Power Point and Visio (as applicable)

Ability to communicate well with the general public

Knowledge of office machines including facsimile, photocopier, and calculator preferred

Ability to frequently push, pull, squat, bend and reach

Ability to work in a fast-paced environment

Elementary professional knowledge and fundamental concepts, practices and procedures of a particular field of specialization in the execution of assigned duties and responsibilities

Elementary understanding of departmental structure and policies with an elementary understanding of the cross functional structure and policies of Silencer Shop.

PROFESSIONAL CERTIFICATION:

N/A

WORKING CONDITIONS/TRAVEL REQUIREMENTS:

Must be able to work the normal business hours as set by management for the team employee is assigned.

Must be able to report to work timely and work both the times of day and total hours per week required as set by management

PHYSICAL:

May be required to lift up to 35 pounds

Must be able to stand and/or sit for extended periods of time

Must be able to use computers, telephones, and office equipment