CUSTOMER SERVICE REPRESENTATIVE

Customer Service Representative

Provide a variety of customer services through inbound calls, outbound calls, email and online web. Serves as liaison between the end user customer and reseller of our products. Receive and possibly make sales calls to/from dealers/end users while being able to engage and provide support in a well-informed conversation regarding our products and warranty services.

Responsibilities

• Enters Federal Firearms Licenses (FFLs) into the system
• Verifies dealer licenses with EZ-Check (ATF website) all accurate information on FFL forms
• Activates eligible/renewable accounts online and contact customer with login and password for website
• Manages online website (process orders, check customer accounts for orders, add/delete products, customer accounts/customer login)
• Facilitates helpdesk and support requests from customers
• Acts as an information resource for customers, vendors and staff on product information
• Handles lost and/or stolen merchandise claims for UPS, FedEx and USPS
• Verifies tracking numbers for customer shipments
• Processes orders via web, email, phone, mail and pooled accounts
• Process ID Waivers for new customer (Non Firearms NF accounts)
• Faxes, copies and prepares documents
• Answers phones to handle all inquiries
• Answers support desk tickets to handle all inquiries
• Actively participate and support the 5S process within the work area on a daily basis
• Look up parts and inventory
• Create orders for replacement parts
• Be able to help diagnose or solve issues a customer may be having
• Create Return authorizations for product that needs to be repaired or returned
• Provide updates on Return Authorizations and replacement part orders
• Help support other departments with requests that tie in to our department
• Identify and report on trending issues
• Other duties will be assigned as required

Qualifications & Knowledge Required

• Preferred Firearms Experience and/or knowledge
• Strong organizational skills and ability to work independently
• Ability to deal with customers via emails and a high volume thru phone calls
• Proficiency with Microsoft Office Suite and internet navigation
• Must be able to multi-task
• Excellent attention to detail
• Ability to prioritize workload and handle multiple assignments in a timely manner
• Ability to handle escalated phone calls and resolve issues