Inside Sales & Warranty Claims Representative (ID #473730)

Partners Personnel Management•Cartersville, GA

49d

About The Position

An Inside Customer Service Representative and Warranty Claims Specialist in the firearms industry serves as a crucial link between the company and its customers, providing specialized technical support and managing the end-to-end warranty process while ensuring strict adherence to all relevant laws and regulations. An Inside Customer Service Representative and Warranty Claims Specialist in the firearms industry serves as a crucial link between the company and its customers, providing specialized technical support and managing the end-to-end warranty process while ensuring strict adherence to all relevant laws and regulations.

Requirements

Firearms Expertise: In-depth knowledge of various types of firearms, components, maintenance, and safety procedures is essential. Military or law enforcement experience can be a plus.
Experience: Prior experience in customer service, technical support, or warranty claims role, preferably within the firearms or a related technical industry.
Communication: Excellent verbal and written communication skills to effectively assist and educate customers, even in complex or sensitive situations.
Problem-Solving: Strong analytical and troubleshooting abilities to diagnose issues and provide effective solutions.
Attention to Detail: Meticulous attention to detail is crucial for accurately processing claims, managing complex paperwork, and ensuring legal compliance.
Technical Proficiency: Competency with computer systems, including CRM software (e.g., Salesforce, Zendesk) and standard office applications (MS Office, email).
Legal Eligibility: Must be a U.S. citizen or authorized to work in the U.S., and must pass a comprehensive background check to not be prohibited from owning or possessing firearms.
Education: A high school diploma or GED is required; further education or technical certifications are a plus.
Soft Skills: Patience, empathy, professionalism, and the ability to manage difficult customer situations effectively

Responsibilities

Customer Interaction: Serve as the primary point of contact for customer inquiries related to product use, technical issues, and warranty claims via phone, email, and live chat.
Technical Support: Provide expert knowledge and troubleshooting assistance for firearm malfunctions or maintenance issues, guiding customers to appropriate solutions or return procedures.
Warranty Processing: Receive, review, and process warranty claims and Return Merchandise Authorizations (RMAs) to determine coverage eligibility based on company policies and product specifications.
Documentation and Record Keeping: Maintain meticulous records of all customer interactions, claim details, and actions taken within a Customer Relationship Management (CRM) system or database, ensuring compliance with legal requirements (e.g., ATF regulations, FFL documentation if applicable).
Coordination and Logistics: Coordinate with internal departments such as technical support, repair shops, engineering, and logistics to facilitate repairs, replacements, and shipping of parts or products.
Compliance: Ensure all procedures and interactions comply with federal, state, and local laws and regulations governing the sale, transfer, and repair of firearms.
Feedback & Improvement: Proactively provide feedback to internal teams (e.g., engineering, production) regarding recurring product issues or potential improvements to enhance product quality and customer experience.
Sales Support: Identify opportunities to inform customers about relevant products or accessories and assist with order processing as needed.
Trade Show Support: Provide support coordinating displays, samples, etc., with the Director of Sales to ensure Bersa USA is appropriately represented at shows that take place throughout the year.

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