Customer Service Representative

Overview

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.

• 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

* 100% IN-OFFICE/NON-REMOTE*

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.

• 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: 40
  
  WPM required; 50-60
  
  WPM preferred.
• Technical knowledge regarding parts and their use is preferred.
• Specialized knowledge about services and policies and the ability to apply this knowledge in serving customers is preferred.
• Strong interpersonal skills.
• Ability to perform with a minimum of supervision.
• Proficiency in Microsoft Word, Excel and PowerPoint.
• Working command of English language (read, write, interpret).

• Long periods of sitting and computer work.
• May need to lift up to 30lbs on occasion.

Note:

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

Within our facilities, employees may be exposed to manufacturing noise, airborne chemicals, dust, ambient temperatures, and industrial lighting. PPE may include safety glasses with side shields, hearing protection, and safety footwear as required; ergonomic principles apply to all tasks.

Revised 04/10/2023

AdditionalQualifications

This position is affected by TN move. The Customer Service Representative I is responsible for handling all order inquiries, both written and verbal, related to handgun and handcuff parts, aftermarket products, and orders. ESSENTIAL DUTIES AND RESPONSIBILITIES are as listed above, with the following additions:

• Experience, competencies and education:
  Minimum 1-3 years' data entry/customer service experience; may substitute previous Smith & Wesson experience. High School diploma/GED or College degree preferred. Typing 40
  
  WPM required; 50-60
  
  WPM preferred. Technical knowledge preferred. Strong interpersonal skills. Proficiency in Microsoft Office. Complete training and participate in company initiatives.
• Language
  
  Skills:
  
  English required (reading, writing, and verbal).
• Physical Demands: as above.
• Personal Protective Equipment: safety glasses, hearing protection, and safety footwear as required; ergonomic principles applied.

Work Environment:
Normal office environment; possible manufacturing facility exposure to noise, chemicals, dust, and temperatures.

Revised:…