Firearms Product Specialist

Primary Arms, LLC; Houston (TX); On-site; USD 42,000 - 65,000; Full time

Job summary

Primary Arms, LLC is seeking a Firearms Product Specialist to deliver an exceptional customer experience across in-store and digital channels. You will use advanced firearms knowledge to assist customers with detailed product and compliance questions, including ATF Form 4473 transactions, while maintaining accuracy and professional conduct.

The role blends Pickup Center duties with remote support via phone, email, and chat, requiring adaptability, compliance awareness, and a customer-centric

Qualifications

• Customer service experience in retail/e-commerce preferred.
• Firearms knowledge and experience required.
• Ability to process ATF Form 4473 transactions in compliance with laws.

Responsibilities

• Provide exceptional customer service via phone, email, and chat.
• Assist in-person at Pickup Center with order fulfillment and transfers.
• Answer product and compliance questions with accuracy.
• Process orders including modifications, cancellations, and pricing adjustments.
• Maintain accurate documentation of customer interactions.

Skills

Customer focus

Excellent communication

Adaptability

Attention to detail

Empathy

Analytical thinking

Time management

Team player

Cash handling

Multitasking

Stamina

Tools

NetSuite

PrimaryArms.com

Manufacturer resources

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Firearms Product Specialist

CUSTOMER SERVICE Full Time Ind Contributor Houston, TX, US

Firearms Product Specialist

Department

Customer Service

Reports To

Customer Service Supervisor / Manager / Sr. Manager

Job Overview

The Firearms Product Specialist serves as a frontline ambassador for Primary Arms, delivering an exceptional customer experience across multiple service channels. This role is distinguished by advanced firearms product expertise and the ability to support customers face-to-face within the Pickup Center, including being trained and certified to properly process ATF Form 4473 transactions in full compliance with federal and company regulations.

This role combines in-person customer support within the Pickup Center and remote customer service support via phone, email, and chat. Firearms Product Specialists are expected to demonstrate a deeper level of firearms knowledge, confidently answer detailed product and compliance-related questions, and guide customers through complex purchasing decisions both in person and through digital channels.

Firearms Product Specialists will be scheduled on a flexible basis between operating in the Pickup Center and servicing customers through phone, email, and chat support, depending on business needs. When assigned to the Pickup Center, Firearms Product Specialists are responsible for ensuring accurate order fulfillment, lawful transfer procedures, and a professional, compliant customer experience throughout the 4473 process. This role requires adaptability, strong product knowledge, regulatory awareness, and a commitment to accuracy, professionalism, and customer satisfaction.

The ideal candidate understands and respects the firearms community’s reverence, desire, and need for Second Amendment-related products and is genuinely excited to assist customers in a fast-paced e-commerce and retail support environment.

This is a full-time position with daytime and evening shifts that may include weekends and holidays based on business demand. Overtime may be required depending on staffing levels and seasonal volume.

Applicants must be 21 years of age or older.

Responsibilities and Duties

Customer Service Operations (Phone, Email, Chat)

• Maintain a positive, empathetic, and professional attitude toward customers and coworkers at all times.
• Answer incoming customer phone calls and respond to customer emails and chat inquiries accurately and efficiently.
• Leverage advanced firearms product expertise to answer complex product questions, explain technical specifications and compatibility considerations, and help customers make informed purchasing decisions.
• Provide product and service information using available tools (e.g., NetSuite, PrimaryArms.com , manufacturer resources).
• Resolve customer issues, complaints, and account concerns in a patient and professional manner.
• Process, modify, and service customer orders including:
  • Canceling orders
  • Adding or removing items
  • Facilitating price matches
  • Adjusting pricing with supervisor approval
• Assist customers with account updates including contact information changes, password resets, refunds, and store credit requests.
• Maintain accurate and detailed documentation of all customer interactions, transactions, comments, and resolutions.
• Escalate customer concerns appropriately and partner with leadership as needed to ensure resolution.
• Adhere to established service levels, attendance standards, and performance expectations.

Pickup Center Operations

• Communicate with customers in person in a professional and courteous manner.
• Process customer pickup orders accurately and efficiently.
• Process ATF Form 4473s for applicable firearms orders and transfers, ensuring all transactions are completed accurately and in full compliance with federal, state, and local laws, applicable regulations, and Primary Arms policy standards.
• Answer product-related questions and assist customers with order inquiries.
• Accurately handle cash and credit card transactions.
• Assist with stocking and organization of the Pickup Center as needed.
• Ensure all customer interactions meet Primary Arms service standards.
• Perform other related duties as assigned to support team and operational needs.

Skills and Qualifications

• Strong customer-focused mindset with a commitment to delivering an exceptional experience.
• Professional, pleasant demeanor with excellent oral, written, and interpersonal communication skills.
• Ability to adapt and flex between in-person and remote service environments.
• Strong attention to detail and high level of accuracy in order processing, documentation, and transactions.
• Ability to employ empathic, careful, and active listening to quickly identify and resolve customer concerns.
• Strong analytical and problem-solving skills.
• Effective organizational and time management skills.
• High degree of productivity and ability to meet deadlines.
• Dependable with strong schedule adherence.
• Ability to handle pressure and manage multiple tasks simultaneously.
• Ability to work as an integral part of a team.
• PC proficiency and comfort with customer service software, case management systems, and order management systems.
• Ability to accurately handle cash and credit card payments.
• Ability to lift and carry parcels, packages, and other items, and remain on your feet for extended periods of time, including frequent walking and standing for the duration of entire shifts when assigned to the Pickup Center.
• Ability to sit at a desk for extended periods and operate standard office equipment when servicing customers remotely.
• Retail and/or e-commerce experience preferred.
• Firearms knowledge and experience is required.

Work is performed in both an office environment and the Pickup Center. When assigned to the Pickup Center, this role requires extensive standing and walking for prolonged periods, including remaining on your feet for the entirety of a shift. This role requires flexibility to transition between desk-based customer service duties and in-person customer support responsibilities. Weekend and holiday availability is required based on operational needs.

Additional Information

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Primary Arms is a drug-free workplace.

Primary Arms, LLC is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing equal employment opportunities to all employees and applicants. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on business needs, job requirements, and individual qualifications.