Customer Order Management Representative

Scope of the job - This position is responsible for the accurate processing and maintenance of sales orders from a variety of internal and external customers. Associates in this role will assist the Firearms sales department with all order inquiries and any sales order support, both written and verbal, regarding existing or completed orders.

Hourly wage for this role starts at $18.00. This is an in-office/non-remote opportunity.

Essential Responsibilities

• Manage all aspects of customer orders (order entry, order detailing, product allocation, expediting)
• Maintain accuracy of purchase order ship dates, quantities, and pricing
• Manage all communications in regard to customer sales orders
• Daily communication with outside customers, District/Regional/National sales managers, and other interested parties; regarding equipment/parts availability, product support, pricing, shipping, and purchase orders
• Ability to resolve customer order issues in a timely, professional manner
• Monitor and process all returns according to financial requirements, and ensure compliance to all SOX reporting requirements
• Evaluate and ensure that all submitted orders have proper approvals
• Work towards continuous improvement against department set performance metrics
• Respond to additional assignments from management as required
• Communicate and work with other operations team members as required
• Actively participate with team members to achieve company goals
• Maintain the company's standard of excellence in customer service
• Follow all company policies, programs and procedures
  
  

NOTE: This list presents only the principal duties of the position and is not intended to be comprehensive. The duties and responsibilities listed above may be changed or supplemented at any time in accordance with business needs and conditions.

Competencies of the ideal candidate

Education and Experience

• High school/GED preferred, with some business or clerical background required
• 1-3 years prior order management/customer service experience required
• Firearms ordering process knowledge preferred
  
  

Competencies and Skills

• Proficiency in Microsoft Office, SAP
• Full understanding of all the procedures, programs, policies established by marketing to ensure orders are entered accurately
• The possession of specialized knowledge about policies and the ability to apply this knowledge in serving customers
• Excellent interpersonal, verbal communication skills and the proven ability to maintain high customer service
• Strict attention to detail
• The ability to perform with a minimum of supervision
• Must have working command of the English language
• Must 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)
  
  

Certificates, Licenses, Registrations

• None
  
  

Physical Demands

• Works in an office environment.
• Able to sit and work at a computer keyboard for extended periods of time.
• Able to lift and move up to 25 pounds occasionally.
  
  

NOTE: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment and Personal Protective Equipment

Within any of our facilities, employees may be exposed to manufacturing noise, airborne liquid chemicals, fine particulate dust, ambient temperatures, and industrial lighting. Work environment is similar to most manufacturing and distribution operations. May be exposed to excessive noise, temperatures, hazards associated with working around moving machinery, work in confined quarters, exposure to vibrations and shop lighting, continuous exposure to hot temperatures, may be humid, odors, dust, continuous exposure to mechanical hazards, and occasional exposure to chemical hazards.

The following Personal Protective Equipment is required

• Safety glasses with side shields and hearing protection required when on manufacturing floor
  
  

The use of additional personal protective equipment (PPE) may be required when a job task(s) is being completed in or around your assigned department or in another department, this includes safety eyewear, hearing protection, and safety footwear.

Who We Are

Since 1852 Smith & Wesson has empowered Americans with the freedom, equality, and security promised by the Declaration of Independence and guaranteed by the Bill of Rights. It is this sense of safety and security that frees us to pursue our goals and dreams, define our future, and fulfill the promise of America.

Benefits

• Health, Dental & Vision
• Prescription Drug Coverage
• Employee Assistance Program
• Group Life Insurance
• Disability Insurance
• Investment 401K Plan & Profit Sharing
• Discounted Employee Stock Purchase Plan
• Paid Vacation, Holidays & Winter Shutdown
• Tuition Assistance Program
• Employee Product Discounts
• Service Awards
  
  

Revised 06/07/2023