Customer Service Representative Job at Sig Sauer
Customer Service Representative
SIG SAUER, Inc. is a leading provider and manufacturer of firearms, electro-optics, ammunition, airguns, suppressors, and training. For over 250 years SIG SAUER, Inc. has evolved, and thrived, by blending American ingenuity, German engineering, and Swiss precision. Today, SIG SAUER is synonymous with industry-leading quality and innovation which has made it the brand of choice amongst the U.S. Military, the global defense community, law enforcement, competitive shooters, hunters, and responsible citizens. Additionally, SIG SAUER is the premier provider of elite firearms instruction and tactical training at the SIG SAUER Academy. Headquartered in Newington, New Hampshire, SIG SAUER’s workforce is located across eight locations in the United States. The tremendous growth of SIG SAUER has fueled outstanding opportunities for experienced professionals to join our team.
Position Summary:
This individual must possess solid written and verbal communication skills, understand and disseminate product information, be able to function in a fast-paced environment, and have a genuine commitment to helping others. This position requires extensive hands-on collaboration with our Marketing, Product Line, and Quality Assurance teams. Solid firearms and sports optics knowledge, customer relationship activities, and light administrative duties are required. Must be able to prioritize multiple tasks and perform under pressure while maintaining a high degree of credibility and integrity.
- Answer incoming consumer calls, e-mails, and/or faxes to resolve warranty claims, Webstore issues, general inquiries, and orders for merchandise. The ability to handle 50+ calls on peak days is expected.
- Provide technical assistance and issue resolution on SIG SAUER Electro-Optic products while creating a win/win scenario for both the customer and SIG SAUER.
- Enter warranty and order data into the computer and inform customers of repair processes, pricing, and shipping date projections.
- Upsell additional accessories and services and participate in monthly consumer sales campaigns.
- Communicate daily with Finance to resolve outstanding credit card payment issues on parts, accessories, and billable services.
- Review social media forums (SIGForum, Sigtalk, etc.) to identify quality and service trends and seek to resolve them with end-user and/or internal departments.
- Inspection and data reporting support on product returns and incoming products as needed.
- Must have a minimum of 1-3 years of experience in Customer Service or a Customer-Focused Sales environment.
- High school diploma or equivalent; or prior military experience. A College degree is a plus.
- Solid firearms and sport optics knowledge or demonstrated aptitude is highly desired.
- Working knowledge of hunting practices, shooting sports, ballistics, sports optics, and rifle scope applications.
- Familiar with binoculars, spotting scopes, riflescopes, red-dot sights, and rangefinders.
- In-depth knowledge of customer service principles and best practices.
- Strong interpersonal and troubleshooting skills.
- Proficiency with ERP customer service support software (Oracle preferred) and MS Office applications.
- Able to lift up to 25 pounds.
- Must wear Personal Protective Equipment (PPE) which is required in designated areas.
SIG SAUER, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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