Customer Service Representative I

CZ-USA • Kansas City, KS

30d

About The Position

Ensure exceptional service to retail customers by effectively communicating product information and accurately processing orders through phone, email, and the online store.

Requirements

• High School diploma or equivalent
• Strong interpersonal skills; friendly, approachable, motivated, with a strong work ethic and integrity
• Ability to multi-task, manage time effectively, and prioritize responsibilities
• Strong critical thinking and problem-solving abilities
• Must understand firearm cycle of operations
• Comprehensive understanding of CZ-USA’s products and applications
• Strong proficiency in Microsoft Office Suite, including Outlook, Word, and Excel
• Effective use of electronic communication tools (email, phone systems, etc.)
• Fluent in spoken and written English
• Willingness to work overtime as needed to support operational demands
• Must be at least 18 years old
• Ability to legally possess firearms under applicable laws
• Must know basic firearms safety
• Ability to pass a criminal background test and drug test

Nice To Haves

• Minimum of two (2) years of customer service experience, preferably in a technical or product support environment
• Minimum of two (2) years of hands-on experience in ordering, stocking, inventory management, or assembly/disassembly of firearms
• Minimum of two (2) years of experience in firearms parts sales, service, and distribution
• Associate’s degree or some college

Responsibilities

• Deliver prompt, courteous, and efficient customer service by responding to inquiries, processing orders, and handling customer concerns via phone and email
• Collaborate with CZ-USA subject matter experts to obtain product knowledge and technical support
• Demonstrate a thorough understanding of CZ-USA’s product line, including technical specifications
• Efficiently navigate and utilize internal company systems for order processing and customer support
• Disseminate public information in accordance with established company policies and communication protocols
• Collaborate with product experts to resolve complex issues and provide accurate product and service information
• Reference catalogs and system databases to identify replacement parts and pricing
• Maintain accurate electronic records of customer interactions and transactions
• Determine appropriate replacement parts based on inspections, customer input, or reported malfunctions
• Process payments and credit authorizations securely and accurately
• Conduct inventory audits and maintain accurate stock records
• Recommend substitute parts when exact replacements are unavailable
• Inspect returned merchandise for defects and facilitate exchanges or refunds
• Resolve customer issues and escalate unresolved concerns to management
• Verify disputed merchandise with original requisitions and process returns or adjustments
• Investigate complaints to determine validity and identify root causes, including potential misuse
• Support operational goals by maintaining service standards and system integrity
• Support department colleagues as needed
• Accurately complete and maintain all required paperwork and records in a timely manner
• Participate in ongoing learning through educational opportunities and professional publications
• Maintain regular and punctual attendance to support workflow continuity
• Adhere to all company policies and procedures
• Perform other duties as assigned by supervisor or manager
• Maintain a clean and organized work area

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED