Customer Service Representative I

**Kimber Mfg., Inc.** **Job Description** **Job Title: Customer Service Representative** **I** **Location:** Troy, AL **Classification:** Non-Exempt **Grade:** Hourly **Department:** Customer Service **Reports To:** Customer Support Supervisor **Date:** July 16, 2026 **SUMMARY/ OBJECTIVE** The **Customer Service Representative I** is a key factory staff member responsible for providing customers with a positive experience through effective inquiry resolution. The Customer Service Representative I will work in concert with in-house departments to address incoming calls and emails from Kimber end users and dealers while achieving quality goals defined and established by upper management. **ESSENTIAL DUTIES & RESPONSIBILITIES** - Develop a best-in-class service experience for the customer - Ensure the satisfactory resolution to customer inquiries by assisting with technical product concerns via phone, mail, and email - Understand/learn the nature and functionality of the products Kimber markets to ensure customer questions are answered accurately - Review social media commentary (via software) and address targeted comments in alignment with company goals and resolve to completion - Liaison between consumers and the Product Services department regarding repairs and service recommendations - Maintain an inventory of Customer Service material as directed - Exercise appropriate judgement in determining whether work may or may not be covered under warranty - Receive and process manual requests - Process return shipping labels - Report trends and other data as required - Recommend and implement tools to provide superior customer interaction with the company - Attend trade shows and events as needed - Effectively communicate and notify supervisor when there are discrepancies - Must be able to accurately input all required data into the manufacturing database - Complete other duties as assigned by manager **QUALIFICATIONS** To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - Proficient with MS Office, email, and ability to master new applications (e.g. ERP software) - Knowledge of firearms; quality, features, safety, etc. - Professional and cordial demeanor - Accurately type 35 words per minute or faster - Ability to use phones, copiers, and other standard office equipment properly - Mastery of the English language - Excellent communication skills both verbal and written - Cross functional team builder/player with high levels of professionalism, integrity, and enthusiasm - Must be able to work accurately and efficiently in a fast work environment that has the potential to change due to regulatory and business needs - Need to be detail oriented and highly organized with the ability to multi-task - Experience working independently with little supervision **EDUCATION/EXPERIENCE** Required: - High School Diploma or GED Preferred: - Bachelor’s Degree in Business Administration or related field **LANGUAGE SKILLS** Ability to read, analyze, and interpret quality performance reports and create solutions. Ability to effectively present information to management, public groups, and/or boards of directors. **REASONING ABILITY** This position requires various reasoning abilities in order to be successful such as: - Ability to collect and document data - Ability to follow written and oral instructions - Ability to perform complex and varied tasks - Ability to perform simple, repetitive tasks for an extended period of time **COMPUTER SKILLS** Required knowledge of MS Excel and MS Word using MS Windows platform. MS PowerPoint and Outlook. **TRAVEL REQUIREMENTS** This position may require travel occasionally. **OTHER SKILLS AND ABILITIES** Attendance is an essential job requirement defi…