Customer Service Representative

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Job Title:
Customer Service Representative I

Location: Troy, AL

Classification: Non-Exempt

Grade: Hourly Grade 1

Department: Customer Service

Reports To: Director of Customer Service, Dealer Support, & Product Services

Date: 12/02/2025

The Customer Service Representative I is a key factory staff member responsible for providing customers with a positive experience through effective inquiry resolution. The Customer Service Representative will work in concert with in‑house departments to address incoming calls and emails from Kimber end‑users and dealers while achieving quality goals defined and established by upper management.

• Develop a best in class service experience for the customer
• Ensure the satisfactory resolution to customer inquiries by assisting with technical product concerns via phone, mail, and e‑mail
• Understand/learn the nature and functionality of the products Kimber markets to ensure customer questions are answered accurately
• Liaison between consumers and the Product Services department regarding repairs and service recommendations
• Maintain an inventory of Customer Service material as directed
• Exercise appropriate judgement in determining whether work may or may not be covered under warranty
• Receive and process catalog requests
• Lift and transport catalog and mailer boxes
• Process return shipping labels
• Report trends and other data as required
• Recommend and implement tools to provide a superior customer interaction with the company
• Attend trade shows and events as needed
• Effectively communicate and notify supervisor when there are discrepancies
• Must be able to accurately input all required data into the manufacturing database
• Complete other duties as assigned by manager

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proficient with MS Office, e‑mail, and ability to master new applications (e.g. ERP software)
• Knowledge of firearms; quality, features, safety, etc.
• Professional and cordial demeanor
• Accurately type 35 words per minute or faster
• Ability to use phones, copiers, and other standard office equipment properly
• Mastery of the English language
• Excellent communication skills both verbal and written
• Cross‑functional team builder/player with high levels of professionalism, integrity, and enthusiasm
• Must be able to work accurately and efficiently in a fast work environment that has the potential to change due to regulatory and business needs
• Need to be detail oriented and highly organized with the ability to multi‑task
• Experience working independently with little supervision

Required:

• High School Diploma or GED

Preferred:

• Bachelor’s Degree in Business Administration or related field

Ability to read, analyze, and interpret quality performance reports and create solutions. Ability to effectively present information to management, public groups, and/or boards of directors.

This position requires various reasoning abilities in order to be successful such as:

• Ability to collect and document data
• Ability to follow written and oral instructions
• Ability to perform complex and varied tasks
• Ability to perform simple, repetitive tasks for an extended period of time

Required knowledge of MS Excel and MS Word using MS Windows platform. MS PowerPoint and Outlook.

This position may require travel occasionally.

Attendance is an essential job requirement defined as having regular, consistent, reliable, punctual and predictable attendance including the ability to work regular hours and shifts, overtime before and after shifts and on weekends. Ability to work as part of a team, including all related departments/plants or independently as required to achieve internal and external customer satisfaction.

The…