Technical Customer Support Coordinator

Description

FN America, LLC is a U.S. subsidiary of FN Herstal, S.A., a global leader in the development and manufacturing of high-quality, reliable firearms for military, law enforcement and commercial customers worldwide. Headquartered in Columbia, South Carolina, FN America is passionately committed to providing its customers with a portfolio of FN-branded products, training and support services that enhance user performance and safeguard their lives. For more information, visit us at or follow us on Facebook, Twitter and Instagram.   

Position Summary

The Technical Customer Support Coordinator provides technical support and customer service to internal and external customers by assisting with the resolution of technical issues and clearly communicating solutions in a professional, user-friendly manner. The position also supports order management activities from purchase order through invoicing, maintains accurate customer information and databases, and provides administrative support to the sales team to ensure efficient and responsive customer service.

Job Duties

Technical Support Responsibilities

• Gather pertinent information, evaluate and analyze reported symptoms, identify issues, and research available resources to provide accurate and effective responses.
• Accurately process and document customer interactions and call transactions using Salesforce and other designated tracking systems.
• Provide appropriate alternative solutions, when applicable, with the goal of resolving customer needs and maintaining customer and client relationships.
• Assist with the intake and entry of incoming firearms and accessories into the Company’s ERP system; inspect firearms and case contents, conduct required safety checks, and complete appropriate tagging.
• Process firearm parts and components for gunsmith repairs and customer sales or repair orders.
• Conduct technical training for FNA and partner company employees on relevant products, processes, and technical topics.
• Contact consumers, employees, and law enforcement customers to obtain payment or FFL information and ensure transactions are completed accurately and efficiently.

Customer Order Management Responsibilities

• Manage customer orders within the Enterprise Resource Planning (ERP) system, including order entry, order confirmation, product allocation, picking, expediting, order maintenance and follow-up, Return Material Authorization (RMA) processing, and credit/debit transactions.
• Review and ensure that all submitted orders include the appropriate documentation and meet applicable commercial, law enforcement, and federal agency requirements for Title II and National Firearms Act items.
• Partner with Compliance to ensure all required customer documentation is obtained and maintained for firearm sales.
• Maintain accurate customer purchase orders, pricing, shipping dates, promotions, and special offers within the ERP system.
• Communicate daily with external customers, Production, and Law Enforcement (LE) District/Regional Sales Managers regarding order status, product availability, pricing, shipping, and missing items.
• Partner with Production and other internal teams to resolve issues related to inventory, shipping, and order pick transfers.
• Coordinate with Production Control, Procurement, and Shipping to ensure logistics and inventory transactions are completed accurately and timely.
• Monitor product allocations and backlog processes to support efficient order fulfillment.
• Partner with Finance to ensure accurate invoicing and resolve order and billing discrepancies in a timely and professional manner.
• Coordinate with warehouse teams to resolve issues related to inventory, shipping, and order pick transfers.
• Other duties as assigned*.

Educational Requirements

High school diploma or GED equivalent required.

Experience Requirements

Two years of customer service experience is required. Customer Service experience in the firearm industry or military and/or demonstrated experience building a contact center knowledge base is preferred.

Skills and Competencies

All FN America employees are expected to demonstrate accountability, collaboration, communication, customer focus, and innovation. Additional skills required include:

• Ability to research required information using available resources to solve consumer concerns
• Firearm products and ammunition knowledge
• Exceptional communication skills
• Excellent analytical skills and problem-solving skills combined with the ability to provide resolution to problems
• High level of integrity and professionalism

Tools

Microsoft Office (Word, Outlook, Excel, and PowerPoint), Salesforce Service Cloud, SAP, QAD, Enterprise Resource Planning (ERP) Software, and Firearms.

Working Conditions

Typical office environment with some travel between buildings and to other locations required. May be exposed to loud noises, toxic chemicals, and dangerous machinery when on the plant floor.  

All FN America employees have a responsibility to participate in the development of a safe and healthy workplace and to comply with instructions given for their own safety and health and that of others.