Customer Service Representative

Customer Service Representative

SIG SAUER, Inc. is a leading provider and manufacturer of firearms, electro-optics, ammunition, airguns, suppressors, remote controlled weapons stations, 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 employs people across various U.S. locations, and global facilities across multiple regions. SIG SAUER is certified a Great Place to Work™. For more information about the company and product line visit: www.sigsauer.com.

Position Summary:

The Customer Service Representative will support our direct product consumers by facilitating repairs, sales, and providing product knowledge. They are the key link between customers and SIG. This is an entry level position that coordinates internally and externally to manage and support sales functions while keeping our customers satisfied and engaged with our products and services via phone, email, and other means of communication.

FLSA: Exempt

Job Duties and Responsibilities:

• Respond to incoming inquiries for new orders, warranty claims, pricing, availability, general inquiries, and support for all product lines.
• Sell products and accessories to consumers that support their described needs.
• Support the department on a variety of tasks related to the consumers interests and/or development of business.
• Collaborate with Finance, Legal, Marketing, IT, and other internal teams to best serve our customers.
• Utilize required programs to manage orders, returns, repairs, interactions, and research technical requirements and questions.
• Ability to handle up to 50 calls per day when the demand requires.
• Maintain a rolling 90-day 90% average or higher satisfaction score.
• Meet a sales quota of $1,000 per week (firearms) and warranty sales closing ratio of 25% or higher (optics).
• Communicate trends in customer inquiries to management.
• Attend customer-facing tradeshows when possible.
• Maintain a professional, empathetic, and positive demeanor to optimize customer satisfaction.
• Engage in Continuous Improvement projects and tasks.
• Participate in and sustain 5S Standards.
• Must follow all required Safety and ISO procedures.
• Miscellaneous duties as assigned.

Education/Experience & Skills:

• High School diploma or equivalent required, a 2-year college degree preferred, and one to three years of previous work experience is required.
• Experience working in a Call Center environment is preferred.
• Knowledge of customer service principles, best practices, and strong troubleshooting skills are necessary to be successful in this role.
• Knowledge of hunting practices, shooting sports, ballistics, sporting optics and rifle scope applications is preferred.
• Ability to adapt to changing priorities and responsibilities working in a dynamic and fast paced business environment.
• Excellent organizational skills and strong attention to detail.
• Demonstrated ability to effectively prioritize and execute multiple projects at once and manage on-time results.
• Working knowledge of Microsoft Excel, Word, and PowerPoint.
• Understanding of Customer Relationship Management (CRM) tools.
• Self-motivated and customer focused.
• Able to identify and analyze complex problems and communicate findings and solutions clearly to key stakeholders.
• Must be able to clearly, concisely, and accurately convey ideas and information to others, both verbally and in written form.

Working Conditions:

• • Prolonged periods of sitting at a desk and working at a computer using a keyboard, mouse, and phone/headset performing repetitive tasks.
  • Ability to open file cabinets, reach with hands and arms, bend, and twist, lift and move files.
  • Ability to lift up to 25 pounds.
  • Must wear required Personal Protective Equipment (PPE) where required.
  • Must comply with all work exposure EH&S training requirements and adhere to SIG SAUER Inc. Security Mandates.
  • Live fire on active firearms ranges, must always be able to demonstrate safe handling of firearms.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.