Customer Service Representative

Rugged Suppressors•Travelers Rest, SC

14d•Hybrid

About The Position

The Customer Service Representative responds to customer inquiries, concerns, and claims in a professional, supportive manner while maintaining a Customer First approach. Representatives serve as product application experts and interact with customers, distributors, and dealers through customer support and marketing and trade show events. The position is currently hybrid remote but may transition to fully in-office work. The stated schedule is Monday through Friday, 9:00 a.m. to 5:30 p.m. This salaried exempt role reports to the Customer Service Manager.

Requirements

Must be a U.S. citizen due to ITAR regulations.
Must be willing to submit to and pass a background check.
Proven customer support experience.
Ability to adapt and respond empathetically to different types of customers.
Strong problem-solving skills.
Highly detail-oriented.
Excellent time management skills.
Solid communication and interpersonal skills.
Service-focused and team-oriented.
Excellent verbal conflict-resolution skills.
Able to lift 35 lbs. on occasion.

Nice To Haves

Knowledge of and experience in the firearms industry is strongly preferred but not required.

Responsibilities

Deliver excellent customer service to support ongoing sales and high customer satisfaction.
Provide information about product features, specifications, and warranties through email, website inquiries, and phone calls.
Assist customers with warranty claims and technical support.
Answer questions about products and services and suggest information about other products to potential customers.
Resolve product or service problems by clarifying complaints, identifying causes, selecting and explaining solutions, expediting corrections or adjustments, and following up to ensure resolution.
Collect and record customer information for customer service and warranty reports.
Work events and trade shows as required, including weekend travel; estimated travel is 10–20%.
Complete tasks successfully whether working from the office or remotely.
Perform other duties as assigned.