Customer Service Representative

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 $16-17/hr

 

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 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 customers about availability problems, unreasonable delays and quantity errors.
• Processing the replacement of handguns with the authorization of the 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 can 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 by 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.