Customer Service Representative

FT / PT Full-timeDescription

Since 1852 Smith & Wesson has empowered Americans with the freedom, equality, and security promised by the Declaration of Independence and guaranteed by the Bill of Rights. It is this sense of safety and security that frees us to pursue our goals and dreams, define our future, and fulfill the promise of America.

BENEFITS

• Health, Dental & Vision
• Prescription Drug Coverage
• Employee Assistance Program
• Group Life Insurance
• Disability Insurance
• Investment 401K Plan & Profit Sharing
• Discounted Employee Stock Purchase Plan
• Paid Vacation, Holidays & Winter Shutdown
• Tuition Assistance Program
• Employee Product Discounts
• Service Awards

Location:

Maryville, TN

Pay:

Wage for this position starts at $16.00

SCOPE - The Customer Service Representative is responsible for handling all order inquiries, both written and verbal, regarding existing or completed orders. This position is the focal point for customer contact as it relates to inquiries on handgun and handcuff parts, aftermarket products (i.e. apparel, gifts, accessories, repairs and services), and the placement of orders.

ESSENTIAL RESPONSIBLITIES

• 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 handguns 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 handgun 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.

NOTE: This list presents only the principal duties of the position and is not intended to be comprehensive. The duties and responsibilities listed above may be changed or supplemented at any time in accordance with business needs and conditions.

EDUCATION AND EXPERIENCE

• Minimum 1-3 years data entry and customer service experience required.
• High School diploma/GED

COMPETENCIES AND SKILLS

• Typing: 40WPM required; 50-60WPM 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.
• The ability to perform with a minimum of supervision.
• Proficiency in Microsoft Word, Excel and PowerPoint.
• Must have working command of and be able to read, write and interpret the English language.

PHYSICAL DEMANDS

• Long periods of sitting are required, as well as long periods of working on the computer.
• May need to be able to lift up to 30lbs on occasion.

NOTE: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT AND PERSONAL PROTECTIVE EQUIPMENT

Within any of our facilities, employees may be exposed to manufacturing noise, airborne liquid chemicals, fine particulate dust, ambient temperatures, and industrial lighting. Work environment is similar to most manufacturing and distribution operations. May be exposed to excessive noise, temperatures, hazards associated with working around moving machinery, work in confined quarters, exposure to vibrations and shop lighting, continuous exposure to hot temperatures, may be humid, odors, dust, continuous exposure to mechanical hazards, and occasional exposure to chemical hazards.

The following Personal Protective Equipment is required:

• Safety glasses with side shields and hearing protection required when on manufacturing floor

The use of additional personal protective equipment (PPE) may be required when a job task(s) is being completed in or around your assigned department or in another department, this includes safety eyewear, hearing protection, and safety footwear.

Revised 04/10/2023