Customer Service Representative

smithandwessoncareers; Maryville (TN); On-site; USD 20,000 - 28,000; Full time

Benefits offered by this job

Health, Dental & Vision

Prescription Drug Coverage

Employee Assistance Program

Group Life Insurance

Disability Insurance

Investment 401K Plan & Profit Sharing

Discounted Employee Stock PurchasePlan

Paid Vacation, Holidays & Winter Shut-

Tuition Assistance Program

Employee Product Discounts

Service Awards

Job summary

Smith & Wesson is hiring a Customer Service Representatives in Maryville, TN to handle inquiries on our firearms, accessories, and services. The role requires 1–3 years of data entry and customer service experience, a high school diploma or GED, and strong typing skills (40WPM+).

Proficiency with Word, Excel and PowerPoint and excellent English communication are essential. The position is in-office, first shift, with benefits including product discounts and comprehensive health coverage.

Qualifications

• Typing: 40WPM required; 50-60WPM preferred.
• Knowledge of parts and their use is preferred.
• Knowledge of services and policies and ability to apply this knowledge in serving customers is preferred.
• Strong interpersonal skills.
• Proficiency in Microsoft Word, Excel and PowerPoint.
• Must have working command of and be able to read, write and interpret the English language.

Responsibilities

• Receiving verbal phone-in orders from customers; determining discounts, classification and terms of sale.
• Identify and advise manager of problem areas (shortages, delays, service failures, dissatisfied customers, quality issues).
• Responding to written and verbal communications about orders, status, shortages, shipping errors, delivery dates, quotes, returns.
• Notifying customer about availability problems, delays and quantity errors.
• Processing replacement of products with authorization from department manager.
• Communicating with customers to meet delivery and quality standards.
• Determining parts orders to be sent free of charge under warranty when appropriate.
• Responding to sensitive inquiries and complaints regarding product quality and service delays.
• Entering orders correctly for proper shipments.
• Giving customers information to help informed purchases.

Skills

Typing 40WPM

Interpersonal skills

Reading & writing English

Microsoft Word

Microsoft Excel

PowerPoint

Education

High School diploma/GED

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Customer Service Representatives handle customer contact as it relates to inquiries on the full range of our firearms, handcuffs, parts, aftermarket products (i.e. apparel, gifts, accessories, repairs and services), and the placement of orders.

Benefits include 50% off S&W product discounts, health insurance, set 1st shift schedule Monday-Friday, and more!Wage for this position starts at $17.50.In-office/non-remote Maryville, TN.

ESSENTIAL RESPONSIBLITIES

• Receiving verbal phone-in orders from customers; determining Smith & Wesson discounts, customer classification and terms of sale.
• Identify and advise manager of problem areas, i.e., parts shortages, shipping delays, service failures, highly dissatisfied customers, quality issues, etc.
• Responding to all written and verbal communications from customers regarding emergency orders, status of existing orders, shortages, shipping errors, delivery dates, price quotes, obsolete merchandise, complaints, credits, order tracking and returns.
• Notifying customer about availability problems, unreasonable delays and quantity errors.
• Processing the replacement of products with authorization of department manager.
• Communicating with customers to meet delivery and maintain desired quality standards.
• Making sensitive determinations on part orders to be sent free of charge under warranty.
• Responding to sensitive customer inquiries and complaints regarding product quality and service department delays.
• Entering orders correctly resulting in proper shipments.
• Giving customers the correct information so they are able to make informed decisions regarding purchases.
• Maintaining Smith & Wesson's standard of excellence in customer service.
• Following all Smith & Wesson policies, programs and procedures.
• Responding to additional assignments from management as required.
• Working effectively as part of a team.
• Regular attendance (as defined in our policies) is required.

NOTE:This list presents only the principal duties of the position and is not intended to be comprehensive. The duties and responsibilities listed above may be changed or supplemented at any time in accordance with business needs and conditions.

EDUCATION AND EXPERIENCE

• Minimum 1-3 years data entry and customer service experience required.
• High School diploma/GED

COMPETENCIES AND SKILLS

• Typing: 40WPM required; 50-60WPM preferred.
• The possession of technical knowledge regarding parts and their use is preferred.
• The possession of specialized knowledge about services and policies and the ability to apply this knowledge in serving customers is preferred.
• Strong interpersonal skills.
• Proficiency in Microsoft Word, Excel and PowerPoint.
• Must have working command of and be able to read, write and interpret the English language.

PHYSICAL DEMANDS

• Long periods of sitting are required, as well as long periods of working on the computer.
• May need to be able to lift up to 30lbs on occasion.

NOTE: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

• Within any of our facilities, employees may be exposed to manufacturing noise, airborne liquid chemicals, fine particulate dust, ambient temperatures, and industrial lighting. Work environment is similar to most manufacturing and distribution operations. May be exposed to excessive noise, temperatures, hazards associated with working around moving machinery, work in confined quarters, exposure to vibrations and shop lighting, continuous exposure to hot temperatures, may be humid, odors, dust, continuous exposure to mechanical hazards, and occasional exposure to chemical hazards.
• Safety glasses with side shields and hearing protection required when on manufacturing floor
• The use of additional personal protective equipment (PPE) may be required when a job task(s) is being completed in or around your assigned department or in another department, this includes safety eyewear, hearing protection, and safety footwear.

WHO WE ARE

Since 1852 Smith & Wesson has empowered Americans with the freedom, equality, and security promised by the Declaration of Independence and guaranteed by the Bill of Rights. It is this sense of safety and security that frees us to pursue our goals and dreams, define our future, and fulfill the promise of America.

BENEFITS

• Health, Dental & Vision
• Prescription Drug Coverage
• Employee Assistance Program
• Group Life Insurance
• Disability Insurance
• Investment 401K Plan & Profit Sharing
• Discounted Employee Stock Purchase Plan
• Paid Vacation, Holidays & Winter Shutdown
• Tuition Assistance Program
• Employee Product Discounts
• Service Awards

Updated 9/21/2026