Company:

TriggerTech USA /

Hawkins Precision Department:

Customer Service Reports To:

Customer Support Manager Employment Type:

Full-Time Position Summary The Customer Service & Warranty Coordinator serves as a primary point of contact for TriggerTech customers, dealers, and distribution partners. This position works in sync with our team in Canada to provide timely product and warranty support, resolves order and service-related questions, and coordinates shipments associated with returns, warranty claims, and Return Merchandise Authorizations (RMAs). The ideal candidate is professional, dynamic, organized, technically capable, and comfortable communicating with customers who have varying levels of product knowledge. This position will take a key role in the growth of the warranty and customer support team in our US facilities. This role uses Zendesk, Microsoft Dynamics 365 Business Central, and Power BI to manage customer cases, process transactions, coordinate shipments, and monitor service performance. Essential Duties and Responsibilities Customer Service Respond to customer inquiries by phone, email, and Zendesk. Provide accurate information regarding TriggerTech products, compatibility, availability, installation, order status, warranties, and company policies. Troubleshoot basic product concerns and determine whether an issue can be resolved remotely or requires product return and inspection. Maintain a professional, helpful, and solutions-focused approach during every customer interaction. Escalate technical, quality, sales, or operational issues to the appropriate department. Follow up with customers and dealers to ensure questions and service concerns are fully resolved. Document customer communications, troubleshooting steps, and resolutions accurately in Zendesk. Warranty Claims and RMA Coordination Review warranty and return requests to determine the next appropriate steps. Create, track, and manage RMAs according to TriggerTech policies and procedures. Provide customers and dealers with return instructions, shipping information, and required documentation. Coordinate inbound and outbound shipments for warranty evaluations, repairs, replacements, and approved returns. Work with Quality, Production, Shipping, Sales, and Technical Support to ensure returned products are evaluated and processed promptly. Communicate inspection results, warranty decisions, replacement status, and shipment details to customers and dealers. Maintain complete and accurate records for all warranty claims, returns, replacements, and related shipments. Identify recurring product concerns and communicate trends to Quality and company leadership. Order and Shipment Coordination Coordinate replacement-product and RMA shipments to customers, dealers, and distributors. Verify customer information, dealer information, shipping addresses, product numbers, quantities, and shipment requirements. Enter and update customer, order, return, and shipment information in Microsoft Dynamics 365 Business Central. Prepare or coordinate shipping labels, packing documentation, tracking information, and other required records. Monitor open shipments and resolve delays, delivery exceptions, damaged shipments, or missing packages. Coordinate with internal shipping personnel and external carriers to ensure orders are processed accurately and on time. Ensure all shipments comply with company policies and applicable carrier or regulatory requirements. Systems, Reporting, and Data Management Use Zendesk to manage service tickets, customer communications, case priorities, and resolution status. Use Microsoft Dynamics 365 Business Central to review customer accounts, process orders and returns, manage RMAs, and verify inventory and shipment information. Use Power BI dashboards and reports to monitor customer service and warranty performance. Track key performance indicators such as: Ticket volume and backlog Initial response time Average resolution time RMA processing time Warranty claim volume Replacement and return rates Common product or service issues Customer and dealer satisfaction Maintain accurate, timely, and complete data across all customer service systems. Assist with preparing recurring customer service, warranty, and shipment reports for management. Recommend workflow, reporting, and customer-experience improvements based on service data and customer feedback. Cross-Functional Responsibilities Work with Shipping and Inventory personnel to coordinate return and replacement shipments. Partner with Quality and Engineering to communicate product concerns and assist with warranty investigations. Coordinate with Production and Purchasing regarding replacement-product availability and anticipated lead times. Share customer feedback and recurring questions with Marketing to improve product information, instructions, and online resources. Participate in product training and remain current on TriggerTech's product portfolio. Required Qualifications High school diploma or equivalent required. Two or more years of customer service, order management, warranty administration, technical support, or shipping experience preferred. Strong written and verbal communication skills. Demonstrated ability to communicate professionally with customers, dealers, and internal teams. Strong organizational skills and attention to detail. Ability to manage multiple customer cases, priorities, and deadlines simultaneously. Comfortable learning and working in customer service, ERP, reporting, and shipping software. Working knowledge of Microsoft Office applications, particularly Outlook and Excel. Ability to understand technical products and explain information clearly to customers. Sound judgment when resolving customer concerns or escalating issues. Preferred Qualifications Experience using Zendesk or a similar customer relationship or ticket-management platform. Experience using Microsoft Dynamics 365 Business Central or another ERP system. Experience using Power BI dashboards and reports. Previous experience coordinating RMAs, warranty claims, returns, or replacement shipments. Experience working with dealers, distributors, or business-to-business customers. Familiarity with firearms, firearm components, triggers, or the shooting-sports industry. Experience working in a manufacturing or consumer-products environment. Key Competencies Customer-focused mindset Clear and professional communication Product and technical aptitude Accuracy and attention to detail Problem-solving and sound judgment Accountability and follow-through Time and priority management Cross-functional teamwork Data accuracy and reporting awareness Ability to remain calm during challenging customer interactions Commitment to continuous improvement Physical and Work Requirements Ability to work at a computer and communicate by phone and email for extended periods. Ability to inspect, package, handle, and move returned products as needed. Ability to lift packages weighing up to 30 pounds. Ability to work in an office and light manufacturing or warehouse environment. Regular and reliable attendance is required. Measures of Success Performance in this position may be evaluated based on: Customer and dealer satisfaction Response and resolution times Accuracy of Zendesk and Business Central records RMA and warranty turnaround time Shipment and replacement accuracy Timely follow-up and case closure Reduction in unresolved or aging customer cases Quality of communication with customers and internal departments Identification and reporting of recurring product or service trends TriggerTech is committed to delivering exceptional products and customer support. The Customer Service & Warranty Coordinator plays a critical role in protecting the company's reputation by ensuring every customer, dealer, and warranty claim is handled accurately, professionally, and efficiently.

Pay:

$21.00 - $23.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) 401(k) matching Dental insurance Health insurance On-the-job training Paid time off Professional development assistance Vision insurance

Work Location:

In person