SALES OPERATIONS SPECIALIST - DTC

CHRISTENSEN ARMS•Gunnison, UT

14d•Onsite

About The Position

The Sales Operations Specialist – DTC plays a critical role in managing direct-to-consumer e-commerce orders from start to finish. This position combines inside sales order management and customer service support, ensuring accurate order entry, efficient fulfillment, and a superior customer experience. The role requires precision in handling sales data, ERP information, and logistics, as well as proactive communication with customers to resolve issues, answer questions, and provide support when needed. What Makes You Great for this Role You thrive at keeping operations running smoothly with accuracy and attention to detail. You’re both customer- and detail-oriented, able to pivot between behind-the-scenes order entry and direct customer interactions. You’re comfortable managing multiple tasks and shifting priorities while maintaining accuracy. You communicate clearly and professionally—whether updating a customer, coordinating with shipping, or assisting internal teams. You enjoy problem-solving and take pride in delivering a positive customer experience. You have knowledge of firearms and the firearm industry, or a willingness to learn quickly. Familiarity with ERP systems (e.g., Infor) and support tools (e.g., Zendesk or Fresh Service) is a strong plus.

Nice To Haves

Knowledge of firearms and the firearm industry, or a willingness to learn quickly.
Familiarity with ERP systems (e.g., Infor) and support tools (e.g., Zendesk or Fresh Service) is a strong plus.

Responsibilities

Accurately update sales orders in ERP with a high degree of precision.
Monitor and manage order progress, ensuring timely fulfillment and delivery.
Ensure transaction accuracy.
Maintain and update required documentation (e.g., FFL records, warranty/RMA records).
Generate and distribute reports for sales and operational tracking.
Serve as the first point of contact for DTC customers via phone, email, or other channels.
Answer questions related to orders, shipping, and after sales service.
Explain processes (e.g., RMA, warranty claims, order tracking) in clear, simple terms.
Escalate technical or product issues to internal teams (engineering, production, sales).
Use CX platforms to document, track, and resolve customer interactions.
Proactively follow up with customers to ensure satisfaction and close the loop on issues.