Customer Service Representative

Company Overview: Gwynedd Manufacturing is a rapidly growing defense contractor and state-of-the-art manufacturing facility located in North Wales, PA. We proudly serve the U.S. Department of Defense and federal law enforcement agencies with precision-engineered firearms, weapon components, and accessories. As an innovative and forward-thinking organization, we are committed to delivering the highest quality standards in support of those who serve. Position Summary: We are seeking a skilled and detail-oriented Customer Service Representative to join our team. The Customer Service Representative is responsible for engaging and supporting customers through multiple communication channels including phone, email, ticket systems, chat/SMS, social media, and order management systems. This position plays a key role in ensuring customer satisfaction by promptly responding to inquiries, troubleshooting issues, managing orders, coordinating with internal departments, and maintaining compliance with company and industry regulations. Roles and Responsibilities Provide introductory information to new customers and ensure a positive onboarding experience. Respond promptly and professionally to customer inquiries across various platforms. Follow up with customers to ensure satisfaction after purchases or service interactions. Inform customers of additional products, services, or promotions as appropriate. Identify and implement the quickest and most effective solutions to customer questions or concerns. Escalate complex or unresolved issues to the appropriate department for follow-up. Troubleshoot common issues related to products, orders, or services. Collaborate with other CSRs and internal teams to deliver seamless support. Accurately manage and reply to up to 80 emails or tickets per day, depending on volume. Provide order management support for E-Commerce operations. Assist in developing customer support materials and documentation. Support marketing contests, trade shows, and special projects as needed.