Customer Service Coordinator (TEMP)

Description

FN America, LLC is a U.S. subsidiary of FN Herstal, S.A., a global leader in the development and manufacturing of high-quality, reliable firearms for military, law enforcement and commercial customers worldwide. Headquartered in McLean, Virginia with manufacturing operations in Columbia, South Carolina, FN America is passionately committed to providing its customers with a portfolio of FN-branded products, training and support services that enhance user performance and safeguard their lives. For more information, visit us at or follow us on Facebook, Twitter and Instagram.

Position Summary

The Customer Service Coordinator is the key point of contact for customers and internal teams, providing administrative and operational support to ensure a seamless customer experience. This role coordinates customer requests, maintains accurate records, and ensures timely and effective communication across departments.

Job Duties

• Processes firearms received into the Service Center and prepares completed firearms for return to customers, including packaging orders, preparing required shipping documentation, printing shipping labels, and coordinating shipment.
• Processes Service Center inventory transactions to include parts, firearms, and accessories. 
• Maximizes utilization of Service Center software and ERP systems in a collaborative effort to maintain commercial and LE accounts and service records.
• Works with Compliance team to collect and record Federal Firearms License (FFL) and National Firearms Act (NFA) forms.
• Maintains cycle-counting of Service Center inventory.
• Recommends and implements where applicable, improvements in products, packaging, shipping, and service.
• Processes quoted repairs by creating and managing payment links sent to customers and coordinates with gunsmiths for repair completion.
• Maintains shipping and tracking data of customer firearms.
• Coordinates customer service requests and ensures they are handled accurately and in a timely manner.
• Maintains accurate customer records, documentation, and service-related information in accordance with company policies.
• Follows established procedures and work instructions for maintaining accurate customer, order, and service documentation, ensuring information is properly recorded and tracked throughout the process.
• Maintains a clean and organized work area including all tools and equipment.
• Other duties as assigned.

Educational Requirements

High school diploma or GED equivalent required.

Experience Requirements

Previous experience in order management and/or customer service is highly preferred.

Skills and Competencies

All FN America employees are expected to demonstrate accountability, collaboration, communication, customer focus, and innovation. Additional requirements of this position include:

• Familiar with state, regional, and national firearms laws and regulations.
• Excellent time management skills and the ability to work towards meeting multiple deadlines simultaneously.
• High level of integrity and professionalism.
• Strong inventory management skills.
• Thorough knowledge of shipping practices.
• Ability to communicate well with others both via verbal and written mediums.

Tools

Microsoft Office (Word, Outlook, Excel, and PowerPoint) required. Salesforce Service Cloud, SAP preferred.  

Working Conditions

Typical office environment with some travel between buildings and to other locations required. Must be able to frequently lift/move up to 10 pounds and occasionally move/lift to 25 pounds without assistance.

All FN America employees have a responsibility to participate in the development of a safe and healthy workplace and to comply with instructions given for their own safety and health and that of others.