Customer Service Associate I

Ruger•Mayodan Site II, NC

32d•Onsite

About The Position

This role involves responding to customer inquiries, primarily over the phone, regarding firearms and related services. The associate will maintain a positive and professional attitude, ensuring customer confidentiality and providing technical guidance. Responsibilities include using specific computer software, processing payments, generating shipping labels, and adhering to state laws and federal regulations. The position also supports inventory management and aims for first-contact resolution of customer issues. Participation in OSHA-mandated training is required, along with other duties assigned by a supervisor.

Requirements

Data entry skills
Prior experience in a customer facing role is required
Good verbal communication and attention to detail
Able to deal effectively with the public, work well under pressure, follow detailed instructions, policies and procedures
Solid Ruger and/or Shop Ruger product knowledge
Must be comfortable working in a large group where flexibility and interaction is required

Nice To Haves

Experience with computer software like Oracle or MOM is preferred

Responsibilities

Respond to detailed telephone inquiries
Maintain a positive professional attitude through all calls, and listen attentively to customer needs
Maintain customer confidentiality
Identify firearms that should be returned to the factory for service
Use technical knowledge to provide guidance to customers over the phone
Use computer software including MOM or Oracle
Process payments for service/parts orders
Generate shipping labels and process emails
Know and follow the state laws as well as the federal regulations issued by the Bureau of Alcohol, Tobacco and Firearms
Provide support for quarterly parts inventories
Strive to resolve customer issues on the first contact and advocate for the customer
Participate in training as mandated by OSHA standards
Other duties as assigned by the supervisor