About the Role Our brand fuels a passionate global movement in modern firearm customization, supplying 2,800 commercial dealers across 20 countries alongside thousands of dedicated retail enthusiasts who invest $500 to $1,000+ per build. We are seeking an articulate, sharp, and proactive Customer Service & Shipping Liaison to join our team on-site in at our Cypress, TX location. In this role, you will be the front-line voice and problem-solver for our customers. You are not packing boxes or running fulfillment queues—our dedicated warehouse crew handles that. Instead, you are the critical communication bridge between customer requests and the shipping floor. When an excited builder wants to change a part mid-flight, needs an address updated before the truck arrives, or is anxious about a package in transit, you are the calm, resourceful professional who takes immediate ownership and works closely with the shipping bench to get it handled. Key Responsibilities 1. Front-Line Customer Support & Advisory (Phone & Desk Focus)

Inbound Voice & Email:

Answer incoming customer phone calls and respond to email tickets through Zendesk with a warm, patient, and polished demeanor.

Order Modifications & Adjustments:

Process immediate customer requests in BigCommerce —canceling an entire order, removing a single SKU, or swapping out an incorrect fitment component before it leaves our facility.

DIY Installation Guidance:

Patiently direct home builders to our comprehensive library of written instructions and video tutorials when they run into setup or compatibility questions.

Review Moderation:

Monitor incoming feedback on RaveCapture and Google Business Reviews , thanking positive reviewers and promptly flagging critical feedback for our Operations Lead. 2. Active Shipping & Tracking Forensics (Liaison Focus)

Real-Time Bench Interceptions:

Walk directly to the shipping bench to intercept and pull physical orders before tape hits the box or the carrier arrives when a customer modifies or cancels an order. Transit Troubleshooting (UPS USA, FedEx International): Investigate transit snags, carrier exceptions, lost package claims, and "Delivered but not received" issues; file carrier claims when necessary and keep the customer reassured.

Tracking Status Management:

Confidently explain package progress to anxious customers—such as clarifying what "Label Created" means versus true carrier origin scans, or tracking inbound returns traveling back to us on our pre-paid UPS labels.

Returns & RMA Coordination:

Monitor inbound returns via ReadyReturns , work with shipping personnel as they unbox and inspect returned goods, and issue prompt store credits or refunds.

What We Are Looking For Clear, Polished Communicator:

Natural phone presence and professional written grammar. Able to de-escalate an anxious customer waiting on a UPS Lost package; calling in for a "shopping buddy" so we can help them buy the right parts; will learn and clearly explain our cancel, returns, warranty, rewards points, and other programs clearly and answer questions. Work with the other departments to ensure our overall customer experience is excellent across products, processes and systems.

Proactive & Energetic:

You don't just send an email and hope the floor sees it—you get up, walk to the Machine Shop, R&D Manager, or Inventory Manager, and ensure that any issue is taken care of.

Detail & Investigative Mindset:

You enjoy solving mysteries: tracking down a missing UPS order; helping a customer submit a refund or find their store credit; explain the rewards program and how to get a coupon code when signing up for the email newsletter. You will also be our eyes and ears to ucover any issues wit website search or checkout; if parts are missing any small install parts; if a part was damaged in shipping or packed with a small scratch; or any other issue that is brought to your attention over the phone or via a Zendesk ticket.

Tech-Comfortable:

Prior experience with the following

Software:

BigCommerce website to check on order info; ShipStation to check on lost packages; Zendesk where you will answer and solve all emails in a positive and timely fashion; TrustPilot Reviews (aka RaveCapture) which you will use daily to thank our customers and identify any customer that needs our help. In addition, you need to be proficient in email, Google Docs and Google Sheets, Google Chrome Browser, Google Search and other basic web functions, phone and laptop communications, and research tools.

Pay:

$17.00 - $19.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) matching Dental insurance Employee discount Health insurance Paid time off Vision insurance

Work Location:

In person