Customer Service Representative

Job Purpose: Ensure exceptional service to retail customers by effectively communicating product information and accurately processing orders through phone, email, and the online store.

ESSENTIAL JOB FUNCTIONS:
•    Deliver prompt, courteous, and efficient customer service by responding to inquiries, processing orders, and handling customer concerns via phone and email
•    Collaborate with CZ-USA subject matter experts to obtain product knowledge and technical support
•    Demonstrate a thorough understanding of CZ-USA’s product line, including technical specifications
•    Efficiently navigate and utilize internal company systems for order processing and customer support
•    Disseminate public information in accordance with established company policies and communication protocols 
•    Collaborate with product experts to resolve complex issues and provide accurate product and service information
•    Reference catalogs and system databases to identify replacement parts and pricing
•    Maintain accurate electronic records of customer interactions and transactions
•    Determine appropriate replacement parts based on inspections, customer input, or reported malfunctions
•    Process payments and credit authorizations securely and accurately
•    Conduct inventory audits and maintain accurate stock records
•    Recommend substitute parts when exact replacements are unavailable
•    Inspect returned merchandise for defects and facilitate exchanges or refunds
•    Resolve customer issues and escalate unresolved concerns to management 
•    Verify disputed merchandise with original requisitions and process returns or adjustments
•    Investigate complaints to determine validity and identify root causes, including potential misuse
•    Support operational goals by maintaining service standards and system integrity
•    Support department colleagues as needed
•    Accurately complete and maintain all required paperwork and records in a timely manner
•    Participate in ongoing learning through educational opportunities and professional publications
•    Maintain regular and punctual attendance to support workflow continuity
•    Adhere to all company policies and procedures
•    Perform other duties as assigned by supervisor or manager
•    Maintain a clean and organized work area

QUALIFICATIONS:
To perform this job successfully, you must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

Education   High School diploma or equivalent

Required Experience & Skills

•    Strong interpersonal skills; friendly, approachable, motivated, with a strong work ethic and integrity 
•    Ability to multi-task, manage time effectively, and prioritize responsibilities 
•    Strong critical thinking and problem-solving abilities
•    Must understand firearm cycle of operations
•    Comprehensive understanding of CZ-USA’s products and applications
•    Strong proficiency in Microsoft Office Suite, including Outlook, Word, and Excel 
•    Effective use of electronic communication tools (email, phone systems, etc.)
•    Fluent in spoken and written English
•    Willingness to work overtime as needed to support operational demands

Preferred Experience & Skills

•    Minimum of two (2) years of customer service experience, preferably in a technical or product support environment
•    Minimum of two (2) years of hands-on experience in ordering, stocking, inventory management, or assembly/disassembly of firearms
•    Minimum of two (2) years of experience in firearms parts sales, service, and distribution
•    Associate’s degree or some college 

Supervisory Responsibilities   No

Travel Requirements   None

Additional Eligibility Requirements

•    Must be at least 18 years old
•    Ability to legally possess firearms under applicable laws
•    Must know basic firearms safety
•    Ability to pass a criminal background test and drug test

PHYSICAL REQUIREMENTS & WORKING CONDITIONS:

The following are the physical requirements of this position, which all workers filling the position must be able to do or withstand each day:

Workload: This position is classified as, Light work: Exerting up to 20 pounds of force occasionally, and up to 10 pounds of force frequently, and a negligible amount of force constantly to move objects.

Vision: Maintain close visual acuity for computer work, data analysis, reading, and color recognition.

Mobility and Movement: Walking for extended distances, standing for prolonged periods, and transitioning between positions such as stooping, kneeling, and crouching. 

Manual Agility and Reach: Reaching in various directions and using upper extremities to push, pull, lift, or carry objects. 

Strength and Endurance: Exerting physical effort to move items from one position to another, including lifting from low to high surfaces and applying sustained force during pushing or pulling tasks.

Dexterity: Perform tasks requiring fingering, grasping, feeling, and repetitive hand or wrist motions.

Communication: Speak clearly, follow and deliver detailed verbal instructions, and hear accurately (with or without correction).

Environment: Work in conditions that may include exposure to fumes, odors, dusts, mists, oils or gases.