Customer Service Representative

CZ-USA; Kansas City (KS); On-site; USD 36,000 - 48,000; Full time

Job summary

CZ-USA in Kansas City, KS is seeking a customer service specialist to provide exceptional service to retail customers by phone, email, and the online store, and to accurately process orders while communicating product information.

You will collaborate with product experts to resolve issues, reference catalogs for parts, and maintain precise records while upholding company policies. A High School diploma and fluent English are required, with overtime as needed.

Qualifications

• Strong interpersonal skills; friendly, approachable, motivated, with a strong work ethic and integrity
• Ability to multi-task, manage time effectively, and prioritize responsibilities
• Strong critical thinking and problem-solving abilities
• Must understand firearm cycle of operations
• Comprehensive understanding of CZ-USA’s products and applications
• Strong proficiency in Microsoft Office Suite, including Outlook, Word, and Excel
• Effective use of electronic communication tools (email, phone systems, etc.)
• Fluent in spoken and written English
• Willingness to work overtime as needed to support operational demands

Responsibilities

• Provide prompt, courteous customer service by responding to inquiries, processing orders, and handling concerns by phone and email
• Collaborate with CZ-USA subject matter experts to obtain product knowledge and technical support
• Demonstrate a thorough understanding of CZ-USA’s product line, including technical specifications
• Efficiently navigate internal systems for order processing and customer support
• Disseminate public information per company policies
• Collaborate with product experts to resolve complex issues and provide accurate information
• Reference catalogs and databases to identify replacement parts and pricing
• Maintain accurate electronic records of interactions and transactions
• Determine appropriate replacement parts based on inspections or input
• Process payments and credit authorizations securely and accurately
• Conduct inventory audits and maintain stock records
• Recommend substitute parts when exact replacements are unavailable
• Inspect returned merchandise and facilitate exchanges or refunds
• Resolve customer issues and elevate unresolved concerns to management
• Verify disputed merchandise with requisitions and process returns
• Investigate complaints to identify root causes, including misuse
• Support operational goals by maintaining service standards and system integrity
• Support department colleagues as needed
• Complete and maintain paperwork timely
• Participate in ongoing learning through education and publications
• Maintain regular attendance to support workflow
• Adhere to policies and procedures
• Perform other duties as assigned
• Maintain a clean and organized work area

Skills

Interpersonal skills

Multi-tasking

Critical thinking

Firearm cycle knowledge

Product knowledge

English fluency

Overtime flexibility

Education

High School Diploma or equivalent

Tools

Microsoft Office Suite

Job description

Job Details

Job Location: KANSAS CITY, KS 66115

Position Type: Full Time

Education Level: High School

Travel Percentage: None

Job Shift: Day

Job Category: Customer Service

Job Purpose: Ensure exceptional service to retail customers by effectively communicating product information and accurately processing orders through phone, email, and the online store.

ESSENTIAL JOB FUNCTIONS

• Deliver prompt, courteous, and efficient customer service by responding to inquiries, processing orders, and handling customer concerns via phone and email
• Collaborate with CZ-USA subject matter experts to obtain product knowledge and technical support
• Demonstrate a thorough understanding of CZ-USA’s product line, including technical specifications
• Efficiently navigate and utilize internal company systems for order processing and customer support
• Disseminate public information in accordance with established company policies and communication protocols
• Collaborate with product experts to resolve complex issues and provide accurate product and service information
• Reference catalogs and system databases to identify replacement parts and pricing
• Maintain accurate electronic records of customer interactions and transactions
• Determine appropriate replacement parts based on inspections, customer input, or reported malfunctions
• Process payments and credit authorizations securely and accurately
• Conduct inventory audits and maintain accurate stock records
• Recommend substitute parts when exact replacements are unavailable
• Inspect returned merchandise for defects and facilitate exchanges or refunds
• Resolve customer issues and elevate unresolved concerns to management
• Verify disputed merchandise with original requisitions and process returns or adjustments
• Investigate complaints to determine validity and identify root causes, including potential misuse
• Support operational goals by maintaining service standards and system integrity
• Support department colleagues as needed
• Accurately complete and maintain all required paperwork and records in a timely manner
• Participate in ongoing learning through educational opportunities and professional publications
• Maintain regular and punctual attendance to support workflow continuity
• Adhere to all company policies and procedures
• Perform other duties as assigned by supervisor or manager
• Maintain a clean and organized work area

Qualifications

To perform this job successfully, you must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education: High School diploma or equivalent

Required Experience & Skills

• Strong interpersonal skills; friendly, approachable, motivated, with a strong work ethic and integrity
• Ability to multi-task, manage time effectively, and prioritize responsibilities
• Strong critical thinking and problem-solving abilities
• Must understand firearm cycle of operations
• Comprehensive understanding of CZ-USA’s products and applications
• Strong proficiency in Microsoft Office Suite, including Outlook, Word, and Excel
• Effective use of electronic communication tools (email, phone systems, etc.)
• Fluent in spoken and written English
• Willingness to work overtime as needed to support operational demands

Preferred Experience & Skills

• Minimum of two (2) years of customer service experience, preferably in a technical or product support environment
• Minimum of two (2) years of hands-on experience in ordering, stocking, inventory management, or assembly/disassembly of firearms
• Minimum of two (2) years of experience in firearms parts sales, service, and distribution
• Associate’s degree or some college

Supervisory Responsibilities

No

Travel Requirements

None

Additional Eligibility Requirements

• Must be at least 18 years old
• Ability to legally possess firearms under applicable laws
• Must know basic firearms safety
• Ability to pass a criminal background test and drug test

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:

• Workload: This position is classified as, 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: Maintain close visual acuity for computer work, data analysis, reading, and color recognition.
• Mobility and Movement: Walking for extended distances, standing for prolonged periods, and transitioning between positions such as stooping, kneeling, and crouching.
• Manual Agility and Reach: Reaching in various directions and using upper extremities to push, pull, lift, or carry objects.
• Strength and Endurance: Exerting physical effort to move items from one position to another, including lifting from low to high surfaces and applying sustained force during pushing or pulling tasks.
• Dexterity: Perform tasks requiring fingering, grasping, feeling, and repetitive hand or wrist motions.
• Communication: Speak clearly, follow and deliver detailed verbal instructions, and hear accurately (with or without correction).
• Environment: Work in conditions that may include exposure to fumes, odors, dusts, mists, oils or gases.