Customer Service Representative I

KIMBER MFG., INC.•Troy, AL

About The Position

The Customer Service Representative I is a key factory staff member responsible for providing customers with a positive experience through effective inquiry resolution. The Customer Service Representative will work in concert with in-house departments to address incoming calls and emails from Kimber end users and dealers while achieving quality goals defined and established by upper management.

Requirements

Proficient with MS Office, email, and ability to master new applications (e.g. ERP software)
Knowledge of firearms; quality, features, safety, etc.
Professional and cordial demeanor
Accurately type 35 words per minute or faster
Ability to use phones, copiers, and other standard office equipment properly
Mastery of the English language
Excellent communication skills both verbal and written
Cross functional team builder/player with high levels of professionalism, integrity, and enthusiasm
Must be able to work accurately and efficiently in a fast work environment that has the potential to change due to regulatory and business needs
Need to be detail oriented and highly organized with the ability to multi-task
Experience working independently with little supervision
High School Diploma or GED
Ability to read, analyze, and interpret quality performance reports and create solutions.
Ability to effectively present information to management, public groups, and/or boards of directors.
Ability to collect and document data
Ability to follow written and oral instructions
Ability to perform complex and varied tasks
Ability to perform simple, repetitive tasks for an extended period of time
Required knowledge of MS Excel and MS Word using MS Windows platform. MS PowerPoint and Outlook.
Attendance is an essential job requirement defined as having regular, consistent, reliable, punctual and predictable attendance including the ability to work regular hours and shifts, overtime before and after shifts and on weekends.
Ability to work as part of a team, including all related departments/plants or independently as required to achieve internal and external customer satisfaction.
This position requires compliance with the Export Administration Regulations ("EAR"). Must be a "U.S. Person" as defined by all pertinent regulations and are required to show proof substantiating this upon being hired.

Nice To Haves

Bachelor’s Degree in Business Administration or related field

Responsibilities

Develop a best in class service experience for the customer
Ensure the satisfactory resolution to customer inquiries by assisting with technical product concerns via phone, mail, and email
Understand/learn the nature and functionality of the products Kimber markets to ensure customer questions are answered accurately
Liaison between consumers and the Product Services department regarding repairs and service recommendations
Maintain an inventory of Customer Service material as directed
Exercise appropriate judgement in determining whether work may or may not be covered under warranty
Receive and process catalog requests
Lift and transport catalog and mailer boxes
Process return shipping labels
Report trends and other data as required
Recommend and implement tools to provide a superior customer interaction with the company
Attend trade shows and events as needed
Effectively communicate and notify supervisor when there are discrepancies
Must be able to accurately input all required data into the manufacturing database
Complete other duties as assigned by manager