Customer Service Representative

INTRODUCTION and WHAT YOU WILL DO (Job Responsibilities)

12:30pm-9pm PM ( Training hours are 9am-5:30pm EST for the first 4 weeks. Attendance for training is mandatory)
Monday-Friday (No Weekends!)
This position can be on a remote schedule/Hybrid preferred
(Remote working option expectation is to provide professional and responsive service and support, regardless of working remotely. Those working remotely understand that they will be held to the same work standards and expectations as if they were working in a physical company office).
The base compensation for this position is at an hourly $20 per hour (+$1.50 Shift differential for shifts starting after 12pm EST) + Annual Gainshare Bonus
Customer Service is the critical link to strong communications between the sales field and Matco Tools corporate offices. You will provide the infrastructure which supports our franchised distributors, District Managers, Regional Managers, and commercial customers by providing correct product information, pricing, and product availability. You will inform the field of daily customer service promotions along with providing them with error free orders.

WHAT YOU WILL DO

• Assist our franchised distributor customers in automotive tool selection, toolbox selection, troubleshooting, price and availability, technical specifications, and ordering.
• Handle all inbound calls from our internal and external sources. This includes, but is not limited to, giving price and availability, part numbers, application assistance, troubleshooting, and basic credits.
• Provide technical support concerning information and specifications for products provided in our Matco Tools catalog and catalogs of our other suppliers.
• Provide features and benefits to our franchised distributors on our commissioned daily sale items.
• Perform suggestive selling of Matco product line through programs such as deep discounts, close-out items, and volume buy in conjunction to meeting individual and departmental sales goal initiatives.
• Input orders utilizing internal ordering software systems.
• Work cross-functionally with subject matter experts to resolve open questions.
• Other responsibilities as assigned.