Customer Service Representative

Smith & Wesson Brands, Inc.•Maryville, TN

17d•Onsite

About The Position

Customer Service Representatives handle customer contact as it relates to inquiries on the full range of our firearms, handcuffs, parts, aftermarket products (i.e. apparel, gifts, accessories, repairs and services), and the placement of orders. Benefits include 50% off S&W product discounts, health insurance, set 1st shift schedule Monday-Friday, and more! Wage for this position starts at $17.50. In-office/non-remote Maryville, TN.

Requirements

Minimum 1-3 years data entry and customer service experience required.
High School diploma/GED
Typing: 40WPM required
Must have working command of and be able to read, write and interpret the English language.

Nice To Haves

50-60WPM typing speed preferred.
The possession of technical knowledge regarding parts and their use is preferred.
The possession of specialized knowledge about services and policies and the ability to apply this knowledge in serving customers is preferred.
Strong interpersonal skills.
Proficiency in Microsoft Word, Excel and PowerPoint.

Responsibilities

Receiving verbal phone-in orders from customers; determining Smith & Wesson discounts, customer classification and terms of sale.
Identify and advise manager of problem areas, i.e., parts shortages, shipping delays, service failures, highly dissatisfied customers, quality issues, etc.
Responding to all written and verbal communications from customers regarding emergency orders, status of existing orders, shortages, shipping errors, delivery dates, price quotes, obsolete merchandise, complaints, credits, order tracking and returns.
Notifying customer about availability problems, unreasonable delays and quantity errors.
Processing the replacement of products with authorization of department manager.
Communicating with customers to meet delivery and maintain desired quality standards.
Making sensitive determinations on part orders to be sent free of charge under warranty.
Responding to sensitive customer inquiries and complaints regarding product quality and service department delays.
Entering orders correctly resulting in proper shipments.
Giving customers the correct information so they are able to make informed decisions regarding purchases.
Maintaining Smith & Wesson's standard of excellence in customer service.
Following all Smith & Wesson policies, programs and procedures.
Responding to additional assignments from management as required.
Working effectively as part of a team.
Regular attendance (as defined in our policies) is required.