Senior Consumer Services Representative (2 Openings) - Madison, NC
Remington Arms is the leading manufacturer and seller of Sporting Firearms, Ammunition and Accessories in the country. We currently have an 2 openings for Senior Consumer Services Representatives in our Madison, NC location.
Primary Responsibilities
Receive and respond to mail, faxes, email and inbound calls from the toll free line, regarding technical and product questions. Consult with Consumers regarding technical questions regarding the repair of firearms and firearm parts. Process parts orders for consumers and customers (direct and indirect). Manage Back-orders and customer accounts and process payment requests.
• Provide timely and accurate response to all consumer inquiries (80% telephone, 20% correspondence)
• Answer technical and product questions
• Respond to questions regarding company litigation
• Support company promotional efforts by answering questions and interfacing with the promotions vendors
• Process literature requests within 48 hours. Process bulk mail when applicable.
• Consult with Consumers regarding technical questions about the repair of firearms and firearm parts.
• Process orders for parts. Manage back-orders and customer accounts and process payment requests.
• Support Marketing at trade shows
Skills and Education
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Bachelor's degree (B. A.) from four-year college or university; one to two years related experience and/or training; or equivalent combination of education and experience.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Knowledge of Windows, Outlook and Internet Explorer Internet software; SAP Order processing systems; Excel Spreadsheet software and Microsoft Word Processing software.
• Previous customer service experience
• Communicate effectively (must use proper English both orally and in written communication)
• Communicate effectively (must use proper English both orally and in written communication)
• Identify and respond to customer needs
• Adjust to multiple tasks, shifting priorities, and change
• Use sound judgment and analytical skills to determine win-win solutions
• Previous firearms experience a plus
Other Qualifications
In addition to performing the above job functions, to obtain “Senior” status an individual must meet the following criteria:
• Have demonstrated strong team player & leadership characteristics by teaching & coaching others.
• Successfully completed all technical departmental training & have a solid working knowledge in the following areas:
o Shotgun o Systems (SAP, Arm Service, Word, Excel, internet)
o Rimfire o Muzzleloader(s)
o Centerfire rifle o Consumer Service Department
o Ammunition o Parts & Repair Division
o Accessories
• A Senior CSR must also meet the following minimum performance standards:
o Capable of maintaining a minimum quality call volume of 85 calls per day during season (Sept 1st – Feb 28th )
o Capable of maintaining a maximum extension call ratio of equal to or less than 35%.
o Internet Administrator capable of maintaining a minimum of 85 responses per day during season (Sept 1st – Feb 28th).
• Must have successfully gained an understanding in minimum of (2) of the following areas & independently & successfully manage minimum of (1) of the following:
o Trainer firearms/ammunition o LE/government orders
o Major arm service report mgmt o SAP training
o Credits o EDI orders
o Online QRG o Large volume dealer account management
o Internet administrator o Recalls
o Historian o Time sheet updates/maintenance
o Parts price list o Major SAP report management
• Comparable experience in these areas will also be considered.
Freedom Group Family of Companies is committed to its policy of equal employment opportunity and fully utilizing all human resources. It is essential to value the diversity of our employees by respecting each and every individual, valuing their uniqueness and treating them fairly.
Remington offers a competitive benefits and compensation package. Don't miss the opportunity to work for the most respected name in outdoor sporting goods.
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