Customer Service Rep

Job Description

Job Description

KRISS USA designs and builds some of the most distinctive firearms on the market. Our customers — dealers, distributors, law enforcement, and enthusiasts — count on us for fast answers and a smooth buying experience. That's where you come in.

As a Customer Service Representative, you'll be the first voice and inbox customers interact with. You'll solve problems, move orders forward, and represent the brand across phone, email, and social channels. If you like variety, take pride in getting details right, and enjoy talking shop with people who care about the product, you'll fit in here.

What you'll do

• Be the go-to contact for customers via phone, email, and social channels — answering product questions, troubleshooting issues, processing orders, and managing return authorizations.
• Process sales and compliance paperwork for domestic and international orders accurately and on time.
• Coordinate trade show logistics — organize, pack, ship, and receive marketing materials and product samples.
• Keep customers informed on returns, repairs, and order status so expectations stay aligned with reality.
• Maintain accurate product data across our website, marketing assets, and internal systems.
• Manage day-to-day social media engagement — respond to DMs and comments, flag trends, and partner with marketing on posts.
• Spot patterns in customer feedback and share them with sales, product, and operations so we get better over time.

What you bring

• 2+ years in customer service, sales support, or a similar customer-facing role.
• High school diploma or equivalent; additional coursework or certifications welcome.
• Strong written and verbal communication — you can be warm with a frustrated customer and crisp on a compliance form.
• Comfort with Microsoft 365 (Outlook, Excel, Word, Teams) and quick to learn new tools like ERP and CRM platforms.
• Solid data entry chops and an eye for detail — you'd rather slow down and get it right than rush and rework.
• Familiarity with social platforms (Instagram, Facebook, LinkedIn, X, YouTube, TikTok) in a business context.
• A team-first attitude and the judgment to know when to escalate.

Nice to have

• Experience in the firearms, outdoor, or consumer products industries.
• Working knowledge of export documentation or ITAR-regulated environments.
• Hands-on experience with a help desk or CRM platform (Zendesk, HubSpot, Salesforce, NetSuite, or similar).

Compensation & benefits

• Competitive hourly pay, based on experience.
• 100% employer-paid medical, dental, vision, and life insurance for the employee.
• 401(k) with company match.
• Paid time off plus 10 paid holidays.
• Employee purchase program and a team that's genuinely into the product.

Working conditions

This is an on-site, full-time role at our Chesapeake, VA facility. Schedule is Monday through Friday, 7:00 a.m. to 4:00 p.m. (40 hours/week). The work involves a mix of seated desk time and movement around the office and warehouse — expect to regularly handle, lift, or move items up to 10 pounds and occasionally up to 50 pounds (for example, when packing trade show materials). Close and distance vision, color vision, and the ability to communicate clearly by phone are needed to perform the essential functions of the role. Reasonable accommodations are available for individuals with disabilities.

Equal Opportunity

KRISS USA is an equal opportunity employer. We welcome applicants of every background and make hiring decisions based on qualifications, skills, and fit for the role.

Ready to apply?

Send your resume and a quick note about why this role interests you. We read every application and respond to candidates we'd like to talk with further.