Technical Support & Returns Coordinator

Description

Shift/Hours: Monday - Friday 7a - 3:30p

Department: Customer Service

Reports To: Customer Service Manager

Employment Type: Full-Time

GENERAL SUMMARY

The Technical Support & Returns Coordinator is primarily responsible for processing customer returns, maintaining accurate data entry in ERP/CRM systems, and supporting shipping, receiving, and warranty workflows. This role serves as a key administrative and operational link between Customer Service, Quality, Engineering, and Production teams.

The position focuses heavily on data accuracy, order processing, return tracking, and shipment coordination to ensure timely resolution of customer issues and accurate inventory and warranty records. Additional responsibilities may include supporting product inspections, dispositioning returns, and assisting with shipping and fulfillment operations.

CORE RESPONSIBILITIES

Returns Processing & Data Management

• Process customer returns including intake, inspection routing, and system updates
• Enter, maintain, and update warranty claims, return authorizations, and order records in SAP and CRM systems
• Ensure all return data is accurately recorded, tracked, and dispositioned
• Maintain accurate status updates for all open returns and warranty cases
• Convert returned products into reusable or sellable inventory as applicable

Shipping & Receiving Support

• Support inbound receiving of returned products and outbound shipping of repaired or replacement items
• Prepare shipping documentation, labels, and system updates for all outgoing materials
• Verify product quantities, serial numbers, and shipping accuracy prior to release
• Assist with cycle counts and inventory reconciliation related to returns and warranty items
• Coordinate with Shipping and Warehouse teams to ensure timely product flow

Customer & Internal Communication

• Respond to internal and external inquiries via email regarding return status, warranty claims, and shipping timelines
• Provide accurate updates to customers regarding repair progress and expected completion dates
• Communicate clearly with Customer Service, Quality, and Engineering regarding product issues or escalations
• Escalate recurring defects or trends to appropriate departments

Quality & Disposition Support

• Assist with inspection and classification of returned products (repair, reuse, scrap)
• Document findings and ensure accurate system disposition codes
• Support identification of product defects and reporting of trends
• Assist Quality and Engineering teams with root cause documentation

Systems & Administrative Support

• Maintain accurate electronic records in SAP, CRM, and tracking systems
• Ensure data integrity across all return and warranty workflows
• Generate reports on return status, shipping timelines, and workload tracking
• Support work order processing and inventory updates

Operational Support

• Assist with live fire testing following required compliance training
• Support production or assembly teams as needed
• Perform additional administrative or operational duties as assigned

QUALIFICATIONS & SKILLS

Education & Experience

• High school diploma or GED required
• 1-3 years of experience in:
  • Data entry
  • Customer service
  • Shipping/receiving
  • Administrative operations
• Manufacturing, logistics, or production environment experience preferred
• Firearms or regulated industry experience is a plus

Skills & Attributes

• Strong data entry accuracy and attention to detail
• Excellent organizational and time management skills
• Ability to manage multiple workflows simultaneously
• Strong written and verbal communication skills (email-heavy role)
• Customer-focused mindset with professional communication ability
• Problem-solving skills related to order discrepancies and shipping issues
• Ability to work independently with minimal supervision
• Team-oriented with strong cross-functional collaboration skills

Systems & Technical Skills

• Proficiency in SAP or similar ERP systems
• Experience with CRM systems (HubSpot or similar preferred)
• Strong Microsoft Office skills (Excel, Word, Outlook)
• Ability to learn barcode and inventory tracking systems
• Comfortable working in digital workflow and ticketing systems

Requirements

• Must be a U.S. Citizen (ITAR compliance required)
• Ability to maintain accuracy in high-volume data entry environment
• Ability to follow structured processes and SOPs
• Ability to work overtime or adjusted schedules if required
• Must successfully complete 90-day probationary period
• Ability to handle regulated products in compliance with company policies

WORKING CONDITIONS

• Climate-controlled manufacturing and office hybrid environment
• Fast-paced production and warehouse support setting
• Frequent interaction with production, shipping, quality, and customer service teams
• Work involves both computer-based administrative tasks and occasional physical handling of products

PHYSICAL DEMANDS

• Ability to sit or stand for extended periods (8-12 hour shifts possible)
• Frequent repetitive hand and wrist motion for data entry
• Ability to lift and move materials up to 40 lbs when needed
• Frequent walking, bending, reaching, and light physical movement
• Ability to visually verify serial numbers, labels, and small print
• Manual dexterity required for handling parts, packaging, and labeling tasks

WORK ENVIRONMENT & PPE (PERSONAL PROTECTIVE EQUIPMENT)

• Manufacturing and warehouse support environment
• Moderate to fast-paced workload with shifting priorities
• Exposure to shipping materials, packaged goods, and production areas
• Interaction with multiple departments including Shipping, QC, Engineering, and Customer Service
• Occasional exposure to live-fire testing environment (after certification/training)
• Safety glasses required in designated areas
• Hearing protection as required in production/testing environments
• Protective gloves when handling parts or materials (as required)
• Compliance with all posted PPE signage and safety protocols
• Additional PPE may be required depending on area assignment

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

CMMG provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Candidates must possess proper authorization to work in the United States and, where applicable, be able to possess technical data controlled by the U.S. State Department under the International Traffic In Arms Regulations (ITAR) in 22 CFR 120-130, or by the U.S. Commerce Department under the Export Administration Regulations (EAR) in 15 CFR chapter VII, subchapter C, Parts 730-774.