Job summary
Job post source
This job is directly from Primary Arms, LLC
Job overview
The Director of Customer Service at Primary Arms, LLC leads the customer service function to deliver seamless experiences across digital and in-person channels, driving operational excellence and customer satisfaction.
Responsibilities and impact
The role involves scaling and optimizing customer service operations, managing CRM and contact center technologies, leading a high-performing team, developing customer experience strategies, and driving continuous improvement initiatives aligned with company growth.
Experience and skills
Candidates need 10+ years in retail or consumer goods, 5+ years in leadership, experience with CRM and contact center platforms, and a bachelor's degree or equivalent; preferred qualifications include graduate degrees, firearms retail experience, and technical certifications like Salesforce or Zendesk.
Work environment and culture
The company values innovation, customer service, operational excellence, and fosters a culture of accountability, empathy, and customer advocacy within its leadership and teams.
Company information
Primary Arms, LLC is a Houston-based vertically integrated company specializing in optics manufacturing, e-commerce, wholesale distribution, and government sales with a focus on innovation and operational excellence.
Team overview
The Director leads a team of managers, supervisors, and frontline agents, focusing on recruitment, development, and fostering a customer-centric culture.
Job location and travel
Headquartered in Houston, Texas, with customer service operations spanning digital and in-person channels; remote work options are not specified.
Unique job features
The role offers the opportunity to lead digital service transformation, implement modern customer service technologies, and influence company-wide customer experience strategy.
Company overview
Primary Arms, LLC is a prominent retailer and manufacturer specializing in firearms, optics, and tactical gear. They generate revenue through direct sales of their branded products and third-party items via their online store and physical locations. Founded in 2007, the company has built a reputation for high-quality, affordable optics and has expanded its product line to include a wide range of tactical equipment. Their commitment to innovation and customer service has made them a trusted name in the shooting and outdoor sports community.
How to land this job
Position your resume to showcase extensive leadership experience in customer service within retail or consumer goods, emphasizing your ability to scale and optimize omnichannel support functions.
Highlight expertise in operational excellence, digital transformation, and workforce optimization, including hands-on experience with CRM, contact center, or chatbot platforms like Salesforce or Zendesk.
Apply through multiple channels such as Primary Arms' corporate careers page, LinkedIn job postings, and relevant industry job boards to maximize your application visibility.
Connect with current Primary Arms customer service or operations leaders on LinkedIn; use ice breakers like commenting on recent company innovations or asking about their approach to customer experience transformation.
Optimize your resume for ATS by incorporating keywords from the job description such as 'operational excellence,' 'digital service transformation,' 'KPI-driven performance,' 'CRM management,' and 'customer experience strategy.'
Leverage Jennie Johnson's Power Apply feature to automate multi-channel applications, tailor your resume for ATS, and identify LinkedIn connections for networking, allowing you to focus more effectively on interview preparation and follow-up.
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