CUSTOMER SERVICE REPRESENTATIVE

Provide a variety of customer services through inbound calls, outbound calls, email and online web. Serves as liaison between the end user customer and reseller of our products. Receive and possibly make sales calls to/from dealers/end users while being able to engage and provide support in a well-informed conversation regarding our products and warranty services.ResponsibilitiesEnters Federal Firearms Licenses (FFLs) into the system Verifies dealer licenses with EZ-Check (ATF website) all accurate information on FFL formsActivates eligible/renewable accounts online and contact customer with login and password for websiteManages online website (process orders, check customer accounts for orders, add/delete products, customer accounts/customer login)Facilitates helpdesk and support requests from customersActs as an information resource for customers, vendors and staff on product information Handles lost and/or stolen merchandise claims for UPS, FedEx and USPSVerifies tracking numbers for customer shipmentsProcesses orders via web, email, phone, mail and pooled accounts Process ID Waivers for new customer (Non Firearms NF accounts)Faxes, copies and prepares documentsAnswers phones to handle all inquiriesAnswers support desk tickets to handle all inquiriesActively participate and support the 5S process within the work area on a daily basisLook up parts and inventoryCreate orders for replacement partsBe able to help diagnose or solve issues a customer may be havingCreate Return authorizations for product that needs to be repaired or returnedProvide updates on Return Authorizations and replacement part orders Help support other departments with requests that tie in to our departmentIdentify and report on trending issues Other duties will be assigned as required. Qualifications &Knowledge RequiredTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. These 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. Preferred Firearms Experience and/or knowledgeStrong organizational skills and ability to work independently Ability to deal with customers via emails and a high volume thru phone calls Proficiency with Microsoft Office Suite and internet navigationMust be able to multi-taskExcellent attention to detailAbility to prioritize workload and handle multiple assignments in a timely mannerAbility to handle escalated phones calls and resolve issues