Staff Req. #
HDQ 17-042
# of Openings

Position Summary

Position Summary:

Receive and respond to mail, faxes, email and inbound calls from the toll-free line, regarding general and technical product questions. Consult with consumer and/or dealers regarding the repair of products offered. Process parts orders.

Primary Responsibilities

Primary Responsibilities:

  • 80% telephone, 20% correspondence
  • Answer technical and product questions
  • Respond to questions regarding company litigation
  • Support company promotional efforts by answering questions and interfacing with the promotions vendors
  • Process literature requests within 48 hours.  Process bulk mail when applicable, Catalogs and marketing literature, Owner’s manuals, Product materials, Promotional materials, Dealer/wholesaler materials, and Law enforcement materials
  • Consult with Consumers regarding the repair of firearms. 
  • Process orders for parts.  Manage back-orders.  Process payments.

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.


  • Associate's degree (A. A.)
  • Or equivalent from two-year college
  • Or technical school
  • Or six months to one year related experience and/or training
  • Or equivalent combination of education and experience

Language Skills                                                     

  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
  • Ability to write routine reports and correspondence
  • Ability to speak effectively before groups of customers or employees of organization


Mathematical Skills                                                           

  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume
  • Ability to apply concepts of basic algebra and geometry


Reasoning Ability                                                  

  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form


Computer Skills                                                     

  • To perform this job successfully, an individual should have knowledge of Outlook and Internet Explorer Internet software
  • SAP Order processing systems
  • Excel Spreadsheet software and Microsoft Office Word Processing software


Other Skills and Abilities                                                 

  • Previous customer service experience
  • Communicate effectively (must conjugate verbs correctly and use proper English both orally and in written communication)
  • Identify and respond to customer needs
  • Collaborate with others to meet goals
  • Adjust to multiple tasks, shifting priorities, and change
  • Use sound judgment and analytical skills to determine win-win solutions
  • Previous firearms experience a plus


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