Customer Service Representative

Savage Arms•Westfield, MA

3d•Onsite

About The Position

Headquartered in Westfield, Massachusetts, with a location in Lakefield, Ontario, Savage has been producing firearms for more than 125 years. Savage is one of the world's largest manufacturers of hunting, competition and targeting shooting centerfire and rimfire rifles, and shotguns. Our firearms are best known for accuracy, performance and innovation. The entrepreneurial spirit that originally defined the company is still evident in its ongoing focus on continuous innovation, craftsmanship, quality and service. Learn more at www.savagearms.com. The Art Of Craftsmanship’ video: https://www.youtube.com/watch?v=5mIrF9OtAbA [https://www.youtube.com/watch?v=5mIrF9OtAbA]

Requirements

Over 1 year and up to and including 3 years of progressive learning experience.
Knowledge of customer service and office procedures; utilization of software applications such as databases.
Equivalent to high school plus additional specialized training.

Responsibilities

Provide customer support and take requests for parts.
Obtain required information from customers regarding the nature of product problems.
Determine if problem is a safety issue, if so initiate appropriate and prescribed procedures to take fire arm out of circulation.
Access software on computer system identified by serial number for component breakdown and where appropriate technical knowledge is required for fire arms not in software system.
Make a determination to place parts/components orders or if product needs factory servicing.
Provide a wide array of information pertaining to products, parts and components, service, pricing, etc. forwarding the most technical calls to others.
Perform data entry; enter all sales orders; required data for parts calls, receiving of guns, shipping of guns, etc.
Process e-commerce orders.
Verify credit card transactions.
Coordinate with shipping/receiving, gunsmiths, etc. to ensure proper receipt and subsequent return of parts and/or guns to customers in a timely manner.
Perform other similar duties as required or requested by supervisor.