Company Overview:

Gwynedd Manufacturing is a rapidly growing defense contractor and state-of-the-art manufacturing facility located in North Wales, PA. We proudly serve the U.S. Department of Defense and federal law enforcement agencies with precision-engineered firearms, weapon components, and accessories. As an innovative and forward-thinking organization, we are committed to delivering the highest quality standards in support of those who serve.

Position Summary:

We are seeking a skilled and detail-oriented Customer Service Representative to join our team. The Customer Service Representative is responsible for engaging and supporting customers through multiple communication channels including phone, email, ticket systems, chat/SMS, social media, and order management systems. This position plays a key role in ensuring customer satisfaction by promptly responding to inquiries, troubleshooting issues, managing orders, coordinating with internal departments, and maintaining compliance with company and industry regulations. Roles and Responsibilities Provide introductory information to new customers and ensure a positive onboarding experience. Respond promptly and professionally to customer inquiries across various platforms. Follow up with customers to ensure satisfaction after purchases or service interactions. Inform customers of additional products, services, or promotions as appropriate. Identify and implement the quickest and most effective solutions to customer questions or concerns. Escalate complex or unresolved issues to the appropriate department for follow-up. Troubleshoot common issues related to products, orders, or services. Collaborate with other CSRs and internal teams to deliver seamless support. Accurately manage and reply to up to 80 emails or tickets per day, depending on volume. Provide order management support for E-Commerce operations. Assist in developing customer support materials and documentation. Support marketing contests, trade shows, and special projects as needed. Qualifications and Requirements Excellent written and verbal communication skills, with the ability to adapt to varying audiences. Strong problem-solving skills and professionalism in handling both internal and external issues. Ability to work effectively in a fast-paced environment and perform under pressure while maintaining a commitment to customer satisfaction. Minimum typing speed of 40 WPM with a high degree of accuracy. Strong customer service orientation with a \"customer-first\" mindset. Basic understanding of technical product information and interest in the firearms industry. Commitment to compliance with industry regulations and company standards. Self-motivated, organized, and able to manage multiple tasks to meet daily goals and team quotas. Positive attitude and team-oriented mindset. Willingness to work additional hours or assist with special tasks as needed. Ability to lift up to 25 pounds. Proficiency with Microsoft Word, Excel, and general ERP navigation. Comfortable working with and around firearms. Firearms knowledge or professional experience is not required but strongly preferred. Willingness to attend industry trade shows as needed.

Physical and Work Environment Requirements:

This position is based in a manufacturing environment and may require the following over extended periods of time up to a full 8-hour work shift (excluding lunch and breaks): stand, walk, sit, squat or bend, kneel and rise, lift, carry, push, or pull materials and equipment weighing up to — and occasionally exceeding — 50 pounds, view a computer or other digital screen, work on a computer, workstation or comparable system, and make accurate entries in such systems. Manual dexterity and fine motor skills are required for detailed assembly and precision work. Work may take place in areas with varying temperatures or no climate control, varying noise levels, and production equipment in motion. Proper personal protective equipment (PPE) must be worn in designated areas at all times as required by company policy. Reasonable accommodations may be available to enable individuals with disabilities but are always subject to safety concerns for the employee and all team members. Employer may require a physical assessment of the candidate's ability to perform these tasks as a condition of an offer letter. Any assessment will be performed by a third party vendor and will be reported on a pass/fail basis with no other medical information conveyed to employer.

Equal Opportunity Employer:

Gwynedd Manufacturing is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Note:

This job description reflects general duties and responsibilities and is not intended to be an exhaustive list. 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