• Job Locations US-NC-Madison
    Staff Req. #
    HDQ 18-036
    # of Openings
    1
  • Position Summary

    Position Summary:

    Receive and respond to mail, faxes, email and inbound calls from our toll-free lines, regarding general/technical and product questions. Consult with Consumers regarding detailed technical product questions regarding 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 detailed technical questions about the repair of firearms and firearm parts.  
    • Process orders for parts.  Manage back-orders and customer accounts.  Process payment requests.
    • Create, plan and execute training programs for new hires and department training.
    • Handle escalated technical department calls
    • 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
    • SAP Order processing systems
    • 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
    • Having knowledge or experience of working in a customer/consumer service or parts/repair fulfillment environment is considered a plus.
    • Previous firearms experience a plus (LE/Military/Gunsmith/Retail Sales)

     

    Other Qualifications

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

     

    • Minimum three years prior experience in the firearms field, retail counter sales, gunsmithing, or other comparable field experience.
    • Demonstrate strong team player & leadership characteristics by having the ability to teach and/or coach others while promoting a positive work environment.
    • Hunting or shooting background which lends to a strong understanding of the shooting sports.
    • Knows and understands industry language and terms, can apply these principles to actual events.
    • Thorough understanding of product applications (i.e. what type of firearm and/or ammo is suitable for customers shooting objective) taking into consideration a multitude of factors (size of shooter, environment, region, size of game, applicable laws, and desired results).
    • Successfully completed all technical departmental training and successfully demonstrated technical knowledge as an instructor or trainer.
    • Knowledge base that would support representing the company at industry trade shows as a product technical resource.
    • Capable of explaining firearm cycle of operation for a majority of Remington products as well as primary competitor’s firearm models and be able to expand on product differences.
    • Can identify a majority of firearm parts for all major models offered and provide an explanation of their designed purpose in the functioning of the firearm.
    • Have a solid working knowledge and become an SME in a majority of the following areas:

     

    • Shotgun
    • Rimfire rifle
    • Centerfire rifle
    • Ammunition
    • Muzzleloader(s)

    • Handguns
    • Systems (SAP or comparable)

         Word/ Excel considered a plus


    • Silencers
    • Accessories
     
    • A Technical CSR while providing a high-level volume performance must be capable of maintaining accurate and complete responses to internal and external customers.
    • Must have successfully gained an understanding in minimum of (2) of the following areas & independently & successfully manage minimum of (1) of the following:

     

    • Trainer Firearms/Ammunition
    • LE/Government/Ecommerce orders
    • Participate in Weekly Quality Initiatives  
    • SAP Training

    • Credits

    • Dealer Account Management  
      
    • Internet administrator
    • Recalls
    • Historian
    • Major SAP Report management
    • Parts Price list
     

     

    • Comparable experience in these areas will also be considered.

     

     

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