Customer Service Representative I

Customer Service Representative I

Location: Troy, AL

Classification: Non-Exempt

Grade: Hourly

Department: Customer Service

Reports To: Customer Support Supervisor

Summary/Objective

The Customer Service Representative I is a key factory staff member responsible for providing customers with a positive experience through effective inquiry resolution. The Customer Service Representative I will work in concert with in-house departments to address incoming calls and emails from Kimber end users and dealers while achieving quality goals defined and established by upper management.

Essential Duties & Responsibilities

• Develop a best-in-class service experience for the customer
• Ensure the satisfactory resolution to customer inquiries by assisting with technical product concerns via phone, mail, and email
• Understand/learn the nature and functionality of the products Kimber markets to ensure customer questions are answered accurately
• Review social media commentary (via software) and address targeted comments in alignment with company goals and resolve to completion
• Liaison between consumers and the Product Services department regarding repairs and service recommendations
• Maintain an inventory of Customer Service material as directed
• Exercise appropriate judgement in determining whether work may or may not be covered under warranty
• Receive and process manual requests
• Process return shipping labels
• Report trends and other data as required
• Recommend and implement tools to provide superior customer interaction with the company
• Attend trade shows and events as needed
• Effectively communicate and notify supervisor when there are discrepancies
• Must be able to accurately input all required data into the manufacturing database
• Complete other duties as assigned by manager

Qualifications

• Proficient with MS Office, email, and ability to master new applications (e.g. ERP software)
• Knowledge of firearms; quality, features, safety, etc.
• Professional and cordial demeanor
• Accurately type 35 words per minute or faster
• Ability to use phones, copiers, and other standard office equipment properly
• Mastery of the English language
• Excellent communication skills both verbal and written
• Cross functional team builder/player with high levels of professionalism, integrity, and enthusiasm
• Must be able to work accurately and efficiently in a fast work environment that has the potential to change due to regulatory and business needs
• Need to be detail oriented and highly organized with the ability to multi-task
• Experience working independently with little supervision

Education/Experience

• Required: High School Diploma or GED
• Preferred: Bachelor's Degree in Business Administration or related field

Language Skills

Ability to read, analyze, and interpret quality performance reports and create solutions. Ability to effectively present information to management, public groups, and/or boards of directors.

Reasoning Ability

• Ability to collect and document data
• Ability to follow written and oral instructions
• Ability to perform complex and varied tasks
• Ability to perform simple, repetitive tasks for an extended period of time

Computer Skills

Required knowledge of MS Excel and MS Word using MS Windows platform. MS PowerPoint and Outlook.

Travel Requirements

This position may require travel occasionally.

Other Skills and Abilities

Attendance is an essential job requirement defined as having regular, consistent, reliable, punctual and predictable attendance including the ability to work regular hours and shifts, overtime before and after shifts and on weekends. Ability to work as part of a team, including all related departments/plants or independently as required to achieve internal and external customer satisfaction.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is regularly required to talk or hear. The employee is frequently required to sit and use hands to touch, handle, or feel. The employee is occasionally required to stand, walk, reach with hands and arms, climb or balance and stoop, kneel, or crouch.

Work Authorization

This position requires compliance with the Export Administration Regulations ("EAR"). Must be a "U.S. Person" as defined by all pertinent regulations and are required to show proof substantiating this upon being hired.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Activities, duties and/or responsibilities may change at any time with or without notice at the sole discretion of the Company.