Posted: 03-Jun-25
Location: Naples, Florida
Type: Full Time
Categories:
Company Overview:
At Cole Fine Guns & Gunsmithing, we are a premier firearms retailer specializing in fine sporting shotguns, custom gunsmithing services, and premium accessories. We are seeking a technically knowledgeable and customer-focused Technical Services Coordinator to join our team. This role supports customers by guiding them through part selection, evaluating whether service is needed, and assisting with order placement—ensuring a streamlined and professional experience.
Job Summary:
The Technical Services Coordinator is the first point of contact for customers seeking support with parts and service inquiries. This position involves responding to incoming phone calls, recommending appropriate part replacements, and determining when issues require evaluation by our service team. When service is needed beyond simple parts replacement or the problem cannot be diagnosed remotely, the coordinator will refer customers to our Service Coordinators for further assistance. The role also includes assisting customers with e-commerce orders and providing timely, accurate information on product availability and compatibility.
Key Responsibilities:
Customer Communication & Technical Support:
- Answer incoming calls regarding firearm parts, function issues, and technical questions.
- Guide customers in identifying and selecting correct parts based on their firearm model and described issue.
- Assess whether customer concerns can be resolved with parts alone or require referral to the service department.
- Refer customers to the Service Coordinators when repair work or diagnosis is needed.
Order Handling & E-Commerce Support:
- Take customer orders by phone and assist with online order placement.
- Confirm part compatibility, availability, and shipping details.
- Ensure accurate entry of all orders into the order management system.
- Communicate order updates, timelines, and shipping information to customers.
Internal Coordination & Documentation:
- Maintain clear records of customer interactions and service referrals.
- Coordinate with the sales and service teams to ensure accurate information flow.
- Stay informed on product inventory, pricing, and technical specifications.
Why Join Us?
- Competitive compensation and benefits package.
- Opportunity to grow within a well-established company serving a specialized market.
- Collaborative, knowledgeable team and a positive work culture.
- Employee discounts on firearms, accessories, and services.
Qualifications:
- High school diploma or equivalent required; technical knowledge of firearms strongly preferred.
- Experience in firearms retail, gunsmithing, or customer service involving technical products.
- Strong understanding of shotgun and rifle components and common service needs.
- Excellent verbal communication skills and phone etiquette.
- Organized, detail-oriented, and able to manage multiple tasks efficiently.
- Proficient with Point of Sale systems and Microsoft Office Suite.
- Must meet all legal requirements for handling firearms and pass a background check.