Customer Service Representative

About One Horse

One Horse is a family-owned, veteran-owned firearms manufacturer in Brownstown, Indiana. We build AR-platform rifles and pistols, titanium suppressors, and accessories — made by Americans, with 100% US-made parts. We sell direct to consumers through theonehorse.com, through dealers and distributors, and through OEM partnerships. We were founded in 2025, and we're growing fast.

The role

We're looking for a Customer Service Representative to be the first voice and face of One Horse for our customers. You'll handle inbound calls, emails, and chats about orders, shipping, NFA paperwork, and product questions — and you'll follow up until every issue is actually resolved, not just logged. You'll work closely with sales and fulfillment to keep customers informed and happy from order to delivery.

We're small and growing fast, so you'll help shape how we support customers as volume grows. If you're patient, organized, and genuinely like solving people's problems, this is the seat.

What you'll do

• Respond to customer inquiries by phone, email, and chat about orders, shipping, and products
• Guide customers through NFA paperwork and transfer questions for suppressor orders
• Track orders through fulfillment and proactively flag delays or issues
• Process returns, exchanges, and warranty claims
• Keep our CRM and order notes accurate and up to date
• Work with sales and fulfillment to resolve escalated or complex cases
• Spot recurring customer issues and flag them back to leadership
• Stay current on ATF, NFA, and shipping/state restrictions that affect orders

What we're looking for

• 1+ years in customer service, ideally phone- and email-based
• Firearms, outdoor, or sporting goods experience is a strong plus
• Clear, patient communicator who can defuse a frustrated customer
• Organized — nothing falls through the cracks on your watch
• Comfortable in a small, fast-moving company where priorities shift quickly
• Basic comfort with AI tools for drafting responses and staying organized
• Able to pass a background check; must not be a felon as required to work at a firearms manufacturer

Details

One Horse LLC is an Equal Opportunity Employer. This role requires passing a background check as required by federal law for employment at a firearms manufacturer.