Customer Service Representative

Job Title: Customer Service Representative

Department: Customer Service

Reports to: Customer Service Manager

Job Status: Full Time

Classification: Non-Exempt

Work Hours: M-F, 7:30 a.m. to 4:00 p.m.

Job Purpose: Ensure efficient service of retail customer needs by communicating product information and taking orders via phone, email, and webstore.

Employment Requirements:

• Ability to legally possess firearms under applicable laws
• Must be at least 18 years old
• Must know basic firearm safety
• Must have a high school diploma or equivalent
• Must be able to pass a criminal background test and drug test
• Must be extremely accurate
• Must be proficient in spoken and written English
• Must Possess excellent computer skills, proficient with Microsoft Outlook, Word and Excel
• Ability to use email and phone extensions
• Must demonstrate a positive attitude and strong interpersonal skills
• Must have the ability to multi task, effectively manage time and prioritize responsibilities
• Must be punctual, meticulous and reliable
• Must be able to work 8-hours daily, 5-days weekly, Monday through Friday
• Must be able to work overtime when required

Essential Job Functions:

• Respond to customer inquiries via email and telephone.
• Communicate with the subject matter experts at CZ-USA when necessary.
• Know and understand the technical details of the CZ-USA product line.
• Know and use internal company computer systems.
• Follow internal company guidelines for disseminating information to the public.
• Confer with customers by telephone and email to provide information about products or services, take or enter orders, or obtain details of complaints.
• Read catalogs, or computer displays to determine replacement part stock numbers and prices.
• Record via computer customer interactions or transactions, detailing inquiries, complaints or comments, as well as actions taken.
• Determine replacement parts required, accordingly to inspections of old parts, customers requests, or customers descriptions of malfunctions.
• Receive payment or obtain credit authorization.
• Take inventory of stock.
• Advise customers on substitution parts when identical replacements are not available.
• Examine returned parts for defects, and exchange defective parts or refund money.
• Check to ensure appropriate changes were made to resolve customers problems.
• Refer unresolved customer grievances to appropriate management for further investigation.
• Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as misuse.
• Achieve operational objectives by maintaining current system; implementing quality and customer-service standards; resolving problems; suggesting system improvements.
• Update job knowledge by participating in educational opportunities, reading professional publications; maintaining personal networks; and participating in professional organizations.

• Complete other tasks assigned by supervisors.
• Complete all required paperwork accurately and in a timely manner.
• Timely and regular attendance is required to ensure workflow is not interrupted.
• Assist all employees in department in completing their work when necessary.
• Maintain a clean and organized work area.
• Adhere to all company policies and procedures.

Physical Requirements & Working Conditions: The following are the physical requirements of this position, which all workers filling the position must be able to do or withstand each day:

• Light work: Exerting up to 20 pounds of force occasionally, and up to 10 pounds of force frequently, and a negligible amount of force constantly to move objects.
• Vision: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; Ability to see color.
• Stooping: Bending body downward and forward by bending spine at the waist.
• Kneeling: Bending legs at knee to come to a rest on knee or knees.
• Crouching: Bending the body downward and forward by bending leg and spine.
• Reaching: Extending hand(s) and arm(s) in any direction.
• Standing: Remaining upright on the feet, particularly for sustained periods of time.
• Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
• Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.
• Pulling: Using upper extremities to exert force in order to draw, drag, haul or tug objects in a sustained motion.
• Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to position.
• Fingering: Picking, pinching, typing or otherwise working, primarily with fingers.
• Grasping: Applying pressure to an object with the fingers and palm.
• Feeling: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.
• Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound.
• Repetitive motions: Making substantial movements of the wrists, hands, and/or fingers.
• The worker is subject to atmospheric conditions: One or more of the following conditions that affect the respiratory system of the skin: Fumes, odors, dusts, mists, or gases.

Preferred Skills:

• Associates degree, some college
• Two (2) or more years experience in customer service
• Two (2) or more years experience in ordering, stocking, inventory, disassembling and assembling of parts and firearms products
• Two (2) years experience with firearms and parts, sales, service and distribution