US-SD-Sturgis
Staff Req. #
HDQ 17-034
# of Openings
1

Position Summary

Position Summary:

 

The Senior CSR ensures superior customer service is provided to assigned accounts which may include Custom Brand Dealers, Key Accounts, International, VIP and Direct to Consumer.  The senior CSR promotes positive relationship between the company and assigned accounts and will work with other departments to coordinate support as needed.

Primary Responsibilities

Primary Responsibilities:

 

  • Manages Custom Brand Dealers, Key Accounts, International, VIP and Direct to Consumer Relationships.
  • Main responsibilities include Direct contact with Customers for Custom Brands, order validation and entry; understanding of programs and deviations; and communication via phone/email with customers, sales representatives and merchandisers.
  • Serves as the main contact for order information for all Customers
  • Assists the Senior Product Manager as needed
  • Mentors, coaches and helps train new hires. 
  • Periodically reviews the training of the Customer Service job function with sales representatives and merchandisers, along with full explanation of customer profiles. 
  • Assists the Senior Product Manager with quality audit process of Orders.
  • Performs special tasks assigned by Senior Product Manager.
  • Updates the sales force internally/ externally regarding changes in customer ordering patterns and product availability.
  • Assists in organizing and setting up Trade/Consumer shows and functions as the lead CSR at shows.
  • Work Order generation in DBA
  • Generates DBA reports (i.e. month end, open order etc).
  • Assists Senior Product Manager in organizing outbound sales process, including making sales calls.

Skills and Education Required

Skills and Education Required:   

  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
  • The requirements listed below are representative of the knowledge, skill, and/or ability required.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Bachelor's degree (B.A.) from four-year college or university
  • 2 years’ experience as Domestic Customer Service Representative
  • Or equivalent combination of education and experience

 

Note:  Internal candidates must be meeting expectations of a Domestic CSR and have an overall quality rating of 99% to be considered

 

Language Skills                                                       

  • Ability to interact with Custom Firearms Dealers and Custom Firearms Consumers at the level that is required to provide Custom level service
  • Ability to read and interpret documents such as operating instructions and procedure manuals
  • Ability to correspond via email and speak effectively with customers or employees

 

Mathematical Skills                                                 

  • Ability to calculate discounts and percentages

 

Reasoning Ability                                                    

  • Ability to solve problems and deal with a variety of situations where only limited standardization exists
  • Ability to interpret instructions furnished in written or verbal form

 

Computer Skills                                                       

  • Extensive knowledge of DBA Order processing systems is required
  • Proficiency of MS Office; i.e. Word, Excel, and Windows XP or Windows 7
  • Proficiency of MS Outlook required

 

Other Skills and Abilities                                                    

  • Strong problem identification and resolution skills
  • Excellent telephone/customer service and written correspondence skills
  • Must be able to handle multiple priorities at the same time
  • Excellent time management and organizational skills required 

 

Other Qualifications

  • Must be able to work in a team environment and interact with internal and external customers
  • Must have a strong commitment to continuous improvement
  • Strong interpersonal and negotiation skills
  • Strong knowledge of distribution and warehousing
  • Strong knowledge of A/R, Credit and business practices
  • Results oriented and self-motivated
  • Able to promote a positive relationship with assigned accounts and work with other organizations inside the Company to coordinate support

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