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CZ-USA

CZ-USA

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Customer Service Representative

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CZ-USA
CZ-USA

Posted 9 days ago

Customer Service Representative

Kansas City, Kansas

Customer Service
Full-Time
Job Purpose:      Ensure efficient service of retail customer needs by communicating product information and taking orders via phone, email, and webstore.

Employment Requirements:

  • Ability to legally possess firearms under applicable laws
  • Must be at least 18 years old
  • Must know basic firearm safety
  • Must have a high school diploma or equivalent
  • Must be able to pass criminal background test and drug test
  • Must be extremely accurate
  • Must be proficient in spoken and written English
  • Must Possess excellent computer skills, proficient with Microsoft Outlook, Word and Excel
  • Ability to use email and phone extensions
  • Must demonstrate a positive attitude and strong interpersonal skills
  • Must have the ability to multi task, effectively manage time and prioritize responsibilities
  • Must be punctual, meticulous and reliable
  • Must be able to work 8-hours daily, 5-days weekly, Monday through Friday
  • Must be able to work overtime when required

Preferred Skills:

  • Associates’ degree, some college
  • Two (2) or more years’ experience in customer service
  • Two (2) or more years’ experience in ordering, stocking, inventory, disassembling and assembling of parts and firearms products
  • Two (2) years’ experience with firearms and parts, sales, service and distribution

Essential Job Functions:

  • Respond to customer inquiries via email and telephone.
  • Communicate with the subject matter experts at CZ-USA when necessary.
  • Know and understand the technical details of the CZ-USA product line.
  • Know and use internal company computer systems.
  • Follow internal company guidelines for disseminating information to the public.
  • Confer with customers by telephone and email to provide information about products or services, take or enter orders, or obtain details of complaints.
  • Read catalogs, or computer displays to determine replacement part stock numbers and prices.
  • Record via computer customer interactions or transactions, detailing inquiries, complaints or comments, as well as actions taken.
  • Determine replacement parts required, accordingly to inspections of old parts, customers’ requests, or customers’ descriptions of malfunctions.
  • Receive payment or obtain credit authorization.
  • Take inventory of stock.
  • Advise customers on substitution parts when identical replacements are not available.
  • Examine returned parts for defects, and exchange defective parts or refund money.
  • Check to ensure appropriate changes were made to resolve customers’ problems.
  • Refer unresolved customer grievances to appropriate management for further investigation.
  • Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
  • Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as misuse.
  • Achieve operational objectives by maintaining current system; implementing quality and customer-service standards; resolving problems; suggesting system improvements.
  • Update job knowledge by participating in educational opportunities, reading professional publications; maintaining personal networks; and participating in professional organizations.
  • Complete other tasks assigned by supervisors.
  • Complete all required paperwork accurately and in a timely manner.
  • Timely and regular attendance is required to ensure work flow is not interrupted.
  • Assist all employees in department in completing their work when necessary.
  • Maintain a clean and organized work area.
  • Adhere to all company policies and procedures.

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:

  • Light work: Exerting up to 20 pounds of force occasionally, and up to 10 pounds of force frequently, and a negligible amount of force constantly to move objects.
  • Vision: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; Ability to see color.
  • Stooping: Bending body downward and forward by bending spine at the waist.
  • Kneeling: Bending legs at knee to come to a rest on knee or knees.
  • Crouching: Bending the body downward and forward by bending leg and spine.
  • Reaching: Extending hand(s) and arm(s) in any direction.
  • Standing: Remaining upright on the feet, particularly for sustained periods of time.
  • Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
  • Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.
  • Pulling: Using upper extremities to exert force in order to draw, drag, haul or tug objects in a sustained motion.
  • Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to position.
  • Fingering: Picking, pinching, typing or otherwise working, primarily with fingers.
  • Grasping: Applying pressure to an object with the fingers and palm.
  • Feeling: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.
  • Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.
  • Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound.
  • Repetitive motions: Making substantial movements of the wrists, hands, and/or fingers.
  • The worker is subject to atmospheric conditions: One or more of the following conditions that affect the respiratory system of the skin: Fumes, odors, dusts, mists, or gases.

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