Customer Service Representative

Overview 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 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 Job QualificationsMust possess excellent communication skillsHave the ability to consistently maintain a professional and positive attitude when dealing with customersMulti-task with accuracy and promptness in a busy call center environmentComputer skills: basic knowledge of Microsoft OfficeCall center customer service experienceProduct knowledge or aptitude for technical automotive applications of tools and equipmentAbility to interface cooperatively with the customer service team and all related departments.Associate degree, equivalent or two years related experience Position Competencies Proficient data entryGood communication skillsMicrosoft Office - basic understandingUnderstanding of basic accounting procedures Essential Functions Duties and responsibilities noted with an asterisks(*) are considered to be essential functions of the position. This job description is not intended, and should not be construed, to be an all-inclusive list of all responsibilities, skills, efforts, or working conditions as associated with a job. While this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add or remove duties from particular jobs and to assign other duties as necessary. Snap-on Incorporated 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 include hand and power tools, tool storage, diagnostics software, information and management systems, shop equipment and other solutions for vehicle dealerships and repair centers, as well as customers in industry, government, agriculture, aviation and natural resources. 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. Equal Opportunity Employer Snap‑on is an Equal Opportunity Employer, Minority/Female/Disabled/Veteran Reasonable Accommodation 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 #J-18808-Ljbffr Snapon