• Job Locations US-NC-Madison
    Staff Req. #
    HDQ 19-031
    # of Openings
  • Position Summary

    Position Summary:


    Receive and respond to mail, faxes, email, chat requests and inbound calls from the toll-free lines, regarding functional use and product questions. Consult with consumer and/or dealers regarding the repair of products offered. Process parts orders, returns and refunds.

    Primary Responsibilities

    Primary Responsibilities:


    • 70% telephone / 30% chat, email and correspondence 
    • Answer functional use and product questions
    • Handle product questions and process orders on our E-Commerce sites.
    • Respond to questions regarding company litigation and recalls 
    • Support company promotional efforts by answering questions and interfacing with the promotion’s 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
    • Consult and create service tickets with Consumers regarding the repair of company products.  
    • Processing repair approvals/payments
    • Obtain approval for internal repairs. 
    • Process orders for pa

    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 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
    • Internet Explorer Internet software
    • SAP Order processing systems
    • SAP’s C4C and BCM systems
    • Excel Spreadsheet software
    • 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


    Physical Demands:


    • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 
    • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    • While performing the duties of this Job, the employee is regularly required to:
      • Sit
      • Use hands to finger, handle, or feel
      • Reach with hands and arms, talk or hear 
    • The employee is occasionally required to walk. 
    • The employee must regularly lift and /or move up to 30 pounds.  
    • Specific vision abilities required by this job include close vision. 


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