Customer Service Representative

Gwynedd Manufacturing, a growing defense contractor located in North Wales, PA, is a state-of-the-art manufacturing facility dedicated to producing quality products for the U.S. Department of Defense and various U.S. Federal Law Enforcement Agencies. We are seeking a detail-oriented Receiver to join our logistics team and ensure the efficient and accurate handling of incoming materials and products.

Position Description:

A Customer Service Representative is responsible for engaging and supporting customers via multiple mediums including but not limited to; phone, email, ticket systems, chat / SMS, social media and order management systems. Their duties include promptly responding to customer inquiries, troubleshooting, handling customer issues, placing/adjusting orders, shipping, upholding compliance programs, as well as supporting marketing contests, developing customer support materials, and coordinating efforts with several departments to satisfy customer needs.

Roles and Responsibilities:

• Providing introductory information to new customers
• Ensuring that customers are satisfied with products or services
• Following up with clients or customers to check that they’re still satisfied with any purchases
• Letting customers or clients know about additional products or services
• Determining the quickest, most effective ways to answer a client’s or customer’s questions
• Escalating queries and concerns
• Troubleshooting common issues with a product or service
• Working with a team of CSRs and other departments to find appropriate solutions
• Ability to accurately reply to up to 80 emails or tickets per day as dictated by volume
• Providing E-Commerce Order Management Support

Position Requirements:

• Must have excellent written and verbal communication skills to communicate effectively to varying audiences
• Must be able to professionally address issues and solve problems, both external and internal
• Must thrive in a fast-paced environment, and perform under pressure while maintaining a sincere commitment to helping customers and other teams within the company
• Minimum type speed of 40 WPM with a high degree of accuracy
• Excellent customer service skills and the ability to put the customer first is a must.
• Ability to understand a base level of technical product information and our industry / market space
• Commitment to understanding and rigidly adhering to industry regulations and company compliance programs
• Able to attend industry trade shows as needed
• Self-motivated and able to multi task in order to succeed and achieve daily team goals and quotas
• A positive attitude and being a team player is a must
• Willing to put in extra time to perform special tasks when needed
• Able to lift up to 25 pounds
• Basic computer skills and ERP system navigation, and thorough understanding of Word and Excel
• Must be comfortable working with and around firearms
• Firearms knowledge and professional firearms experience is not required but is highly desired

Additional Notes

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.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties and responsibilities. Management reserves the right to assign or reassign duties to this job at any time.

Benefits

• Medical – IBC
• Dental – The Standard Insurance Company
• Vision – IBC – included in medical premium
• Company Paid Life Insurance – The Standard Insurance Company
• Group Additional Life and AD&D Insurance-The Standard
• Group Short and Long Term Disability Insurance- The Standard
• 401 (k) w/ match – Aon (VOYA) (90 Days after full-time hire)
• Paid Time Off (PTO)
• 10 Company Paid Holidays
• Complimentary breakfast and lunch everyday for all employees