Customer Service Representative Direct Sale

Magpul Industries•Cheyenne, WY

7d•$18 - $19•Onsite

About The Position

The Customer Service Representative – Direct Sales owns and promotes the Magpul customer experience. The role supports end-user customers by phone and email, managing sales orders and returns while delivering a best-in-industry customer experience. This is a 100% in-office position in Cheyenne, Wyoming, with travel up to 5%. The position reports to the Customer Service Supervisor. The representative provides order and product information, processes sales orders and returns, handles complaints and requests, and coordinates with internal teams to resolve order or shipping issues. The role also supports customer retention, promotes products and upsells where appropriate, maintains accurate customer and order records, and escalates matters to the appropriate supervisor or technical support team.

Requirements

High school diploma or equivalent.
At least 2 years of customer service representative experience in a high-volume call environment.
Ability to perform basic addition, subtraction, multiplication, and division.
Excellent verbal and written communication skills, including the ability to convey product information concisely.
Strong organizational skills and attention to detail.
Ability to prioritize multiple projects, work independently with minimal supervision, and meet deadlines.
Ability to learn new concepts and products in a dynamic environment.
Strong customer service skills and ability to adapt to different personalities.
Enthusiastic, cooperative, positive, and solution-oriented approach.
Proficiency with Microsoft Office Suite and ability to learn new systems.
Problem-solving ability using analysis and fact-finding.
Must be eligible to work in the United States for any employer and authorized to receive technical data and/or technology under U.S. export control laws.
Must pass required background checks, including restricted-party screening and criminal background check, and drug screening; offers are contingent on these checks. Foreign persons may require the company to obtain necessary export licenses.

Nice To Haves

Knowledge of firearms platforms.

Responsibilities

Inform customers of unit prices, shipping dates, anticipated delays, and other relevant information.
Receive, process, and verify customer orders using the company ERP system and customer purchase orders.
Maintain and update accurate records in the customer relationship management (CRM) system.
Complete computer transactions required for customer transactions in the ERP system.
Communicate with customers by telephone, fax, and email.
Calculate prices, discounts, and shipping charges as needed.
Handle order-change requests, maintain order and customer information files, and communicate changes to appropriate personnel and departments.
Manage customer complaints and resolutions, escalating to the Customer Service Supervisor when appropriate.
Initiate product returns in appropriate circumstances.
Coordinate with production, shipping, and warehouse teams to expedite or trace missing or delayed shipments.
Answer basic product-operation questions and escalate technical questions as needed.
Run appropriate compliance checks on orders and customers.
Provide timely and accurate responses to order-status questions.
Provide management with timely feedback about service failures and customer concerns.
Help retain the customer base and promote the organization to existing customers.
Provide backup support to other group members as needed.
Follow corporate policies, guidelines, and statutory requirements, and recommend policy or guideline changes to senior management when appropriate.
Keep knowledge of new and existing product lines current.
Understand the sales process and upsell where appropriate.
Perform other duties as assigned.