Title: Customer Service Supervisor

Some flexibility with overall experience levels (i.e. A CS Lead level or equivalent)

(Based in Bend, Oregon)

Relocation Assistance Offered

 Company

eFormed Partners / The Real Grit

therealgrit.com, eformedpartners.com

 Title: Sr. Customer Service Lead/Supervisor(experienced)

 First hire needs to work from our office/warehouse in Central Oregon.  Subsequent CS Team hires may be remote (TBD)

We’re growing our CS department.  We need a strong CS Lead or Supervisor to help us scale with new business demand.  As an online marketplace specializing in outdoor products (camping gear, outdoor apparel, hunting and fishing supplies, and related categories), we need someone who is an agile learner, enjoys working in a team environment, and understands our product category.  Additionally, ecommerce and technology related experience is highly preferred.  We are growing fast so this person will enjoy being a part of an exciting opportunity as we scale our business.  Integrity, passion and personal accountability are hallmarks of our company culture.

This will include helping develop policies and procedures, coupled with a focus on implementing technology and data-driven solutions.  Building a strong culture around customer care and attention will be critical to our success and is a critical success factor for this position.  Equally important will be a familiarity with outdoor products, and specifically firearms and related regulatory compliance.  Many of our core products revolve around hunting, fishing, camping and the outdoor lifestyle.   This is a terrific role for someone who is passionate about customer care, has a strong knowledge base around the firearms product category and enjoys working in a dynamic, growth-oriented culture. 

Highly Preferred Experience Includes:

A strong understanding of ATF/FFL rules and regulations, coupled with implementing checks & balances ranging from product listing integrity to product fulfillment and delivery.

Manage all dropship vendor relationships, including fostering strong relationships with product brands, wholesale suppliers and technology providers.

Responsible for building foundational aspects of the CS department.  This will include implementing operational infrastructure such as: FAQs, online chat, fulfillment procedures, ATF regulatory compliance programs, and warehouse practices related to the internal controls of working with regulated products.

Education & Experience Requirements

Experience with firearms and related accessories required.  This includes knowledge of ATF requirements in a retail environment.  This also includes understanding regulations surrounding: firearm transfers; FFL requirements; requirements of license types; familiarity with Responsible Person compliance; ability to assist in related policy and procedure development.

Experience supervising or leading a retail or ecommerce customer service team highly preferred, but not required. 

Familiarity with ecommerce customer service operations preferred.  Hands-on retail experience in a regulated (ATF, FFL and related) environment highly preferred.

Ability to life 50 pounds, assist with movement of boxes and equipment in a warehouse environment, and use warehouse equipment such as pallet jacks, racking ladders, and related infrastructure.

Strong written and verbal communications skills required.  Most importantly, the ability to work in a team environment and collaborate with others required.

Managing dropship and warehouse fulfillment operations preferred.  Online/ecommerce fulfillment and related experience with CS operations and procedures preferred but not required.

Strong written and verbal communication skills required.  We need someone in this role where customers and co-workers experience a supportive, collaborative and friendly representative of our company and brand.

Ability and willingness to work in a dynamic, start-up business environment.  If you enjoy building things, innovating, and working in a team environment this will be a great fit.

This is a hands-on role.  Initially, this person will be the primary customer contact until we can grow our team and evolve our infrastructure, technology support systems and policies/procedures.                 

At eFormed Partners / The Real Grit, Inc., everyone’s welcome! We believe in building a team where people feel respected and valued—no exceptions. We don’t tolerate discrimination or harassment of any kind, and we’re happy to explore accommodations if it works with the job requirements.