What are the responsibilities and job description for the Customer Service Specialist position at Cmmg, Inc?
Shift/Hours: Monday - Friday 8am - 4:30pm
Location: Boonville, MO (onsite)
Department: Customer Service
Reports To: Manager
Employment Type: Full-Time
Position Summary
The Customer Service Associate serves as a key point of contact for customers, providing professional communication, technical guidance, and regulatory-compliant service within a firearms manufacturing environment. This role ensures a seamless customer experience by handling inquiries, troubleshooting product concerns, processing warranty claims and RMAs, and supporting compliance with federal and state regulations.
The ideal candidate is knowledgeable about the firearms industry, detail-oriented, articulate, and committed to delivering exceptional service.
Core Responsibilities
Customer Communication & Support
- Respond to customer inquiries via phone, email, and live chat (no cold calling).
- Build rapport quickly and maintain professional, solution-focused communication.
- Understand customer needs and resolve issues efficiently and accurately.
- Provide clear explanations of product features, services, and policies.
- Maintain timely follow-up to ensure customer satisfaction.
Technical Assistance & Troubleshooting
- Provide basic troubleshooting and technical guidance related to firearms products.
- Interpret and explain operating instructions, safety rules, and maintenance procedures.
- Escalate complex technical issues to appropriate internal departments when necessary.
Warranty & RMA Processing
- Issue and manage Return Merchandise Authorizations (RMAs).
- Coordinate warranty replacement shipments and ensure accurate documentation.
- Monitor RMA progress to ensure timely resolution and customer communication.
Regulatory Compliance & Documentation
- Ensure all communications and processes comply with applicable federal and state firearm regulations.
- Maintain accurate customer records and documentation.
- Protect confidential customer and company information.
Product Knowledge & Continuous Learning
- Stay informed about current products, services, and firearms industry trends.
- Demonstrate initiative in learning new product lines and technical updates.
- Represent the company’s firearms culture professionally within a manufacturing environment.
Key Performance Indicators (KPIs)
- Customer satisfaction and service quality
- Accuracy of RMA processing and documentation
- Response time to customer inquiries
- Compliance with regulatory requirements
- Warranty turnaround efficiency
- Product knowledge proficiency
- Professional communication standards
Job Qualifications
Required Qualifications
- High school diploma or GED.
- Strong verbal and written communication skills.
- Proficiency with computers and customer management systems.
- Ability to read and interpret safety rules, operating instructions, and procedure manuals.
- Strong organizational skills and ability to multitask.
- Ability to work independently and meet deadlines.
- Excellent phone presence and active listening skills.
- Strong technical aptitude.
Preferred Qualifications
- Previous customer service experience.
- Firearms industry knowledge or experience.
- Experience in a manufacturing environment.
- Familiarity with warranty processing or RMA systems.
Work Environment & Expectations
- Fast-paced manufacturing setting.
- Primarily office-based with frequent phone and computer use.
- Must maintain professionalism and discretion at all times.
- Must successfully complete a 90-day probationary period.
Satisfactorily complete the 90-day probationary period. Training provided to understand CMMG firearms, ATF/DOJ policies and regulations while learning how to offer a personalized interaction to meet the unique needs of each customer.
Pass a background check (not prohibited from owning or possessing firearms). Competitive compensation and benefits package.
The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
CMMG provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Candidates must possess proper authorization to work in the United States and, where applicable, be able to possess technical data controlled by the U.S. State Department under the International Traffic In Arms Regulations (ITAR) in 22 CFR 120-130, or by the U.S. Commerce Department under the Export Administration Regulations (EAR) in 15 CFR chapter VII, subchapter C, Parts 730-774.