Customer Service Representative

SIG SAUER, Inc. is a leading provider and manufacturer of firearms and related products. The Customer Service Representative will support direct product consumers by facilitating repairs, sales, and providing product knowledge while ensuring customer satisfaction through effective communication and collaboration with internal teams.

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

Requirements:

• High School diploma or equivalent required
• One to three years of previous work experience is required
• Knowledge of customer service principles, best practices, and strong troubleshooting skills are necessary to be successful in this role
• 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
• 2-year college degree preferred
• Experience working in a Call Center environment is preferred
• Knowledge of hunting practices, shooting sports, ballistics, sporting optics and rifle scope applications is preferred