Customer Service Representative

Customer Service Representative

Customer service representatives interface directly with customers, assisting them with product information, selection and order processing. This activity is conducted in a professional and friendly manner, requiring the ability to remain calm in a fast paced environment while managing the customer expectations and making on-the-spot decisions. Additionally, work with suppliers to place orders and follow-up with deliveries. Beyond customer service, the position includes broad responsibility for basic account procedures and supporting various telephone campaigns.

Responsibilities

Responsibilities include:

• Receive incoming phone calls, faxes and internet orders from customers and enter into order entry system.
• Receive and respond to customer requests for product information, product availability, pricing, order status, track shipments, billing questions, return goods (RGA), loaner tools, program recommended products, etc.
• Maintain an excellent understanding of the various program product offerings and suppliers.
• Present customer with new program offerings, websites and promotions offered by SBS.
• Issue purchase orders to meet all customer orders as needed.
• Interact with authorized suppliers when technical data or answers are needed for customer.
• Support outgoing telemarketing campaigns as needed.
• Drive cross-training to support all programs effectively.
• Communicate clearly with customers while remaining sensitive to the ongoing conversations in the call center.

Qualifications

Qualifications include:

• Must possess excellent communication skills
• Have the ability to consistently maintain a professional and positive attitude when dealing with customers
• Multi-task with accuracy and promptness in a busy call center environment
• Computer skills: basic knowledge of Microsoft Office
• Call center customer service experience
• Product knowledge or aptitude for technical automotive applications of tools and equipment
• Ability to interface cooperatively with the customer service team and all related departments.
• Associate degree, equivalent or two years related experience

Position competencies include:

• Proficient data entry
• Good communication skills
• Microsoft Office – basic understanding
• Understanding of basic accounting procedures

Duties and responsibilities noted with an asterisks(*) are considered to be essential functions of the position.

Snap-on Incorporated is a leading global innovator, manufacturer and marketer of tools, diagnostics, equipment, software and service solutions for professional users. Products and services are sold through the company's franchisee, company-direct, distributor and Internet channels. Founded in 1920, Snap-on is a $2.8 billion, S&P 500 Company headquartered in Kenosha, Wisconsin.

Snap-on is an Equal Opportunity Employer, Minority/Female/Disabled/Veteran

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to David Perry II, HR, Safety & Facilities Mgr., Phone: View phone number on click.appcast.io email: View email address on click.appcast.io