Customer Service Representative
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 escalate 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