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…