• Job Locations US-NC-Madison
    Staff Req. #
    HDQ 18-019
    # of Openings
    1
  • Position Summary

    Receive and respond to mail, faxes, email and inbound calls from our toll-free lines, regarding general/technical product questions. Consult with Consumers regarding technical product questions concerning the repair of firearms and firearm parts. Process parts orders. Manage Back-orders and customer accounts. Process payment request.

    Primary Responsibilities

    • Provide timely and accurate response to all consumer inquiries.
    • 80% telephone, 20% correspondence
    • Answer technical and general 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.
    • Consult with Consumers regarding technical questions about the repair of firearms and firearm parts  
    • Process orders for parts  
    • Manage back-orders
    • Process payment requests
    • Support Marketing at trade shows

    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.  

     

    Education and/or Experience                        

     

    • Bachelor's degree (B. A.) from four-year college or university;
    • or one to two years 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                        

    • Knowledge of Windows; Outlook and Internet Explorer Internet software
    • SAP Order processing systems
    • Microsoft Word and Excel and Cloud Based Software.

     

    Other Skills and Abilities                        

    • Previous customer service experience
    • Communicate effectively (must use proper English both orally and in written communication)
    • Identify and respond to customer needs
    • Adjust to multiple tasks, shifting priorities, and change
    • Use sound judgment and analytical skills to determine win-win solutions
    • Previous firearms experience a plus LE/Military/Gunsmith/Retail Sales

     

    Other Qualifications

    In addition to performing the above Consumer Support Specialist and Consumer Experience Representative job functions to obtain “Senior” status an individual must meet the following criteria:

    • Has demonstrated strong team player & leadership characteristics by teaching & coaching others or comparable experience.
    • Successfully completed all technical departmental training & have a solid working knowledge in the following areas or comparable experience:

     

     

    • Shotgun
    • Systems (SAP, Arm Service, Word, Excel, internet)
    • Rimfire
    • Muzzleloader(s)
    • Centerfire rifle
    • Consumer Service Department
    • Ammunition
    • Parts & Repair Division
    • Accessories
    • Silencers

     Handguns

     

    • Must have successfully gained an understanding in minimum of (2) of the following areas & independently & successfully manage minimum of (1) of the following or comparable experience:

     

    • Firearms/Ammunition                                        
    • SAP
    • Major Arm Service Report Mgmt
    • Recalls
    • Credits
    • Handle miss-shipments of firearms
    • Cloud for Service/BCM
    • Major SAP Report management
    • Internet administrator
    • Manage Approval Holds
    • Historian
    • Product Registration Fixes
    • Yellow Truck/FFL Mgmt.
     

     

    • Comparable experience in these areas will also be considered

     

     

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