Associate, Consumer Sales

Summary Description: The purpose of this position is to provide exceptional, customer-focused service to individual buyers purchasing suppressors, NFA accessories, and related firearms and equipment. This role is responsible for guiding retail customers through the entire purchase and eForms submission workflow—from selecting the right suppressor to navigating ATF paperwork, fingerprints, etc. The ideal candidate combines strong technical knowledge of suppressor technology with outstanding customer service skills and high attention to regulatory compliance.

Position Purpose: The purpose of this position is to provide customer support to incoming callers. This role is sales driven to support consumer sales operations for the organization and Silencer Shop customers as needed or requested.

RESPONSIBILITIES

Protects and promotes the Silencer Shop brand at all times.

Supports our Mission, “Silencer Ownership Simplified”

Engage with potential and existing customers to understand their needs and deliver high-touch, consultative guidance on products

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

Walk customers step-by-step through the NFA purchasing process, explaining wait times, eForms procedures, and trust vs. individual filing options in clear, accessible language

Participate in training sessions and range days to stay updated on product knowledge and sales techniques.

Maintain up-to-date knowledge of active promotions, inventory availability, and product releases from leading suppressor manufacturers

Ensure accurate data entry across internal systems, ATF eForms portals, and BoundBook records to maintain compliance

Communicate proactively with customers regarding application status updates, tax stamp approvals, and final transfer pickup scheduling as needed

Engage with customer calls, emails, and chats which can lead to individual sales.

Assists special projects as 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: Impact this job has in terms of decisions made, direction given, number of employees supervised, impact of errors, etc.

Accountable for setting own work direction toward specific objectives

May serve as advisor to Managers and above

Provides assistance to less experienced teammates

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

REQUIREMENTS: Typical minimum requirements to perform the job.

EDUCATION & EXPERIENCE:

High school diploma/GED equivalent or equivalent work experience

1 year of retail sales or 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

Level 2:

High school diploma/GED equivalent or equivalent work experience

2+ years of retail sales or 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

Level 3 (Lead):

High school diploma/GED equivalent or equivalent work experience

4+ years of retail sales or customer service experience, ideally within the firearms, shooting sports industry.

Experience in handling multiple administrative tasks

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 standard operating procedures and policies.

Practical understanding of National Firearms Act (NFA) items, ATF Form 4 processing, tax stamps, and basic eForms procedures.

Basic familiarity with applicable federal regulations pertaining to acquiring and disposing 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 knowledge of practices and procedures in a particular field of specialization in the execution of assigned duties and responsibilities

Elementary understanding of departmental 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