Associate, Dealer Support
About The Position
This position supports dealer accounts and inquiries and provides service-driven support for organizational operations and Silencer Shop dealers. The Associate serves as the primary liaison for dealers, distributors, and commercial partners, resolving account inquiries, tracking order status, and assisting with ATF Form 3 transfers and eForms compliance. The role combines customer service and administrative accuracy to support a seamless dealer experience. The position works with dealers and internal teams to address questions, coordinate order processing and shipments, maintain account records, assist with workflows and digital tools, and resolve operational issues. Work direction and objectives are set by a manager, and the Associate may advise staff or provide input on work activities and solutions.
Requirements
- High school diploma/GED equivalent or equivalent work experience.
- 1 year of customer service experience.
- Ability to establish and maintain effective working relationships with management, vendors, and coworkers and foster a team environment.
- Knowledge of the Department’s SOPs and Company Policies and Procedures.
- Basic familiarity with applicable federal regulations related to acquiring and disposing of firearms and maintaining related records.
- Proficiency in MS Office Word, Excel, Outlook, PowerPoint, and Visio, as applicable.
- Ability to communicate effectively with the general public.
- Ability to work in a fast-paced environment.
- Elementary professional knowledge and understanding of fundamental concepts, practices, and procedures in the relevant field.
- Elementary understanding of departmental structure and policies, and of Silencer Shop’s cross-functional structure and policies.
- Ability to work the normal business hours set by management for the assigned team and to meet required start times and weekly hours.
- Ability to push, pull, squat, bend, and reach frequently.
- Ability to lift up to 35 pounds when required and to stand and/or sit for extended periods.
- Ability to use computers, telephones, and office equipment.
Nice To Haves
- Customer service experience within the firearms or shooting sports industry.
- Knowledge of office machines including a facsimile machine, photocopier, and calculator.
Responsibilities
- Protect and promote the Silencer Shop brand and support the mission, “Silencer Ownership Simplified.”
- Respond to dealer inquiries by phone, email, and dealer portal tickets about pricing, product availability, order status, and shipping.
- Coordinate with warehouse, inventory, and logistics teams to support prompt order processing, accurate shipments, and tracking updates.
- Maintain accurate records of customer interactions and sales activities in BoundBook.
- Assist dealer partners with questions about Form 3/Form 4 workflows, serialization, and NFA transfer procedures.
- Manage dealer relationships and provide account support.
- Help dealers onboard to self-service dealer portals, digital ordering tools, and inventory.
- Resolve operational issues and address account service needs.
- Resolve dealer order discrepancies, shipping claims, returns (RMAs), and warranty repair intakes promptly and professionally.
- Respond to customer calls, emails, and chats in a timely manner.
- Assist with special projects assigned by Management and assume additional responsibilities as assigned.
- Work collaboratively with internal and external partners to achieve common objectives, goals, and results.
- Demonstrate fiscal responsibility with Company assets.
- Act on assigned work, contribute input on work activities, identify problems, and recommend solutions for assigned daily tasks.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
