American Outdoor Brands Corporation Customer Service Rep I in Springfield, Massachusetts

Requirements Responsible for handling all order inquiries, both written and verbal, regarding existing or completed orders. Identify and advise manager of problem areas, i.e., parts shortages, shipping delays, service failures, highly dissatisfied customers, quality issues, etc. The Customer Service Representative is the focal point for customer contact as it relates to inquiries on handgun and handcuff parts, aftermarket products (i.e. apparel, gifts, accessories, repairs and services), and the placement of orders.

  • High school/GED, with some business or clerical background

  • 1-3 years prior Order Entry/Customer Service experience or extensive Smith & Wesson factory process knowledge

  • Full understanding of all the procedures, programs, policies established by marketing to ensure orders are entered accurately

  • The possession of technical knowledge regarding parts and their use

  • The possession of specialized knowledge about services and policies and the ability to apply this knowledge in serving customers

  • Strong interpersonal skills

  • The ability to perform with a minimum of supervision

  • Must have working command of and be able to read, write and interpret the English language

  • Must be able to communicate in English verbally and in writing (verbal instructions, written memos and instructions)

  • Proficiency in Microsoft Word, Excel and PowerPoint

  • Complete all necessary training as required by assigned department and position as well as participate in and follow all company initiatives

  • Participate in continuous improvement projects (Kaizen events, 5S, etc)

Description

  • Receiving verbal phone-in orders from customers; determining Smith & Wesson discounts, customer classification and terms of sale

  • Responding to all written and verbal communications from customers regarding emergency orders, status of existing orders, shortages, shipping errors, delivery dates, price quotes, obsolete merchandise, complaints, credits, order tracking and returns; Notifying customer about availability problems, unreasonable delays and quantity errors

  • Processing the replacement of handguns with authorization of department manager; communicating with customers to meet delivery and maintain desired quality standards

  • Making sensitive determinations on part orders to be sent free of charge under warranty

  • Responding to sensitive customer inquiries and complaints regarding handgun quality and service department delays

  • Entering orders correctly resulting in proper shipments

  • Giving customers the correct information so they are able to make informed decisions regarding purchases

  • Maintaining Smith & Wesson's standard of excellence in customer service

  • Following all Smith & Wesson policies, programs and procedures

  • Responding to additional assignments from management as required

  • Working effectively as part of a team

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled