• Job Locations US-AL-Huntsville
    Staff Req. #
    HDQ 18-038
    # of Openings
  • Position Summary

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

    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

    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                        

    • 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                        

    • Knowledge of Outlook and Internet Explorer Internet software
    • SAP Order processing systems
    • Microsoft Word and Excel


    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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