Customer Service Technical Specialist I - 1st Shift
About The Position
The Customer Service Technical Specialist I processes, inspects, and determines disposition of customer returns, while maintaining accurate reporting. They will perform detailed customer and internal Customer Service follow-up, and support receiving operations. This position emphasizes delivering a strong customer-experience and supporting post- warranty customer satisfaction, with opportunities to recommend and sell products and upgrades. This entry-level position is generally intended for individuals who have limited, to intermediate, technical customer service experience. The Customer Service Technical Specialist I works in a team environment collaborating with Customer Service, Logistics, Marketing, Product Management, Design Engineering, Quality, and other internal team members.
Requirements
- High School diploma, or equivalent required, typically requires 2-4 years of experience in a technical customer service position, or a customer-focused sales environment.
- Practical experience in production and/or assembly will be considered.
- Solid firearms knowledge or demonstrated aptitude.
- In-depth knowledge of customer service principles and best practices is required.
- Working knowledge of hunting practices, shooting sports, ballistics, sports optics, and rifle scope applications.
- Familiarity with binoculars, spotting scopes, riflescopes, red-dot sights, and rangefinders is required.
- Strong interpersonal and troubleshooting skills are required.
- Proficient in Microsoft Word, Excel and PowerPoint and ERP Customer Service support software, Oracle preferred.
- Must be able to clearly, concisely, and accurately convey ideas and information to others, both verbally and in written form.
- Ability to work independently and as part of a team.
- Ability to work with little supervision, effectively prioritize multiple tasks, be self- motivated, and maintain a strong work ethic.
Responsibilities
- Support full inspection, disposition, data recording, receiving and shipping on product returns, as needed.
- Provide technical assistance and issue resolution on SIG SAUER Electro-Optic products while creating a win-win scenario for both the customer and SIG SAUER.
- Coordinate warranty upgrade opportunities with the Sales Operations team, and post RMA shipment and satisfaction processes.
- Communicate with Customer Service Representative Technician Specialists where non-inventoried parts are needed for customer resolution.
- Process orders for inventory parts for replacement and retail.
- Review the RMA upgrade Log Report and Open RMA Report to identify RMAs that need final resolution or back-order attention.
- Communicate effectively to supervision regarding problems and corrective action.
- Participate in 5S workplace organizational activities and maintain the area in good working order through sustainment activities.
- Engage in and actively volunteers for Continuous Improvement projects/tasks.
- Must follow all required Safety and ISO procedures.
- Miscellaneous duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
