CUSTOMER SERVICE ADMINISTRATOR

Weatherby, Inc.•Sheridan, WY

2d•Onsite

About The Position

At Weatherby, our Customer Service Department provides more than support-we provide trust, prompt turnaround time and accurate information, all to keep old customers and make new ones. As a Customer Service Administrator, you'll be the direct connection between Weatherby Repair & Return and our customers who are having an issue with their firearm. Summary As a Weatherby Customer Service Administrator, you'll play a critical role in supporting our Customer Service Department as the case manager for RMAs. You'll correspond with customers about their RMAs and keep the workflow efficient in order that our CSRs can keep answering phones and our Service Gunsmiths can keep fixing issues. Your work helps Weatherby deliver on its commitment to provide "Best in the Industry" service. What Makes You a Great Fit You enjoy helping customers and providing solutions with professionalism and accuracy. You're detail-oriented, efficient and able to easily multi-task to track and resolve service and warranty issues. You're a strong communicator and capable of working quickly and creatively, even when customers are frustrated. You bring technical capacity and strong firearms knowledge and experience to better support customer needs. You look for ways to improve processes, including adopting new technologies and efficiency tactics. You are passionate about the outdoor industry, all things guns and Weatherby as a brand. Why You'll Stay A Meaningful Purpose – Enriching the lives of our employees and our customers is a priority. A Mission We Are Proud Of – Weatherby is committed to delivering exceptional products to customers through premium craftsmanship, innovative design, and industry-leading ballistics-preserving our legacy as a trusted brand in the outdoor community. We Live Our Values – Built to Serve Anchored in Integrity Stronger Together Driven by Precision Fueled by Grit Inspired to Create Committed to Growth Rooted in Passion Stability – Join a trusted business with deep roots and a clear vision for the future. Skill-Building – Gain technical expertise in customer service, warranty, and support systems. Customer Impact – See the results of your work as customers receive timely, accurate, and professional support.

Requirements

Associate's degree (A.A.) or equivalent combination of education and experience.
Six months to one year related experience and/or training preferred.
Excellent written and verbal communication skills.
Ability to read and interpret safety rules, operating instructions, and procedure manuals.
Ability to prepare correspondence and communicate effectively with customers and employees.
Strong problem-solving and analytical skills
Customer focus and service orientation.
Time management and get it done mentality
Technical capacity, including: Firearm knowledge, field experience, and/or technical background preferred.
Experience with ERP systems

Responsibilities

Deliver timely, accurate, and friendly service that builds trust and strengthens Weatherby's reputation for excellence.
Demonstrate a helpful spirit by going above and beyond to provide solutions, while discerning what is fair for the customer and reasonable for the company to cover.
Communicate with boldness, compassion, and professionalism when explaining outcomes-whether resolving an issue or clarifying why a claim cannot be covered.
Enter accurate, detailed data into Netsuite to ensure proper documentation and procedural accuracy.
Own and Actively manage the RMA workflow to prevent bottlenecks and delays:
Receiving RMAs into the building
Following RMAs through the whole repair journey with proper documentation
Communicating with the customer effectively and timely
Preparing all details for efficient shipment back to the customer
With turnaround goals and overall customer satisfaction in mind.