Customer Service Rep I
Snapon

Kenosha, Wisconsin


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

  1. Receive incoming calls, faxes and internet orders from customers and enter into order entry system.
  2. 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.
  3. Maintain an excellent understanding of the various program product offerings and suppliers.
  4. Present customer with new program offerings, websites and promotions offered.
  5. Issue purchase orders to meet all customer orders as needed.
  6. Interact with authorized suppliers when technical data or answers are needed for customer
  7. Support outgoing telemarketing campaigns as needed.
  8. Drive cross-training to support all programs effectively.
  9. Communicate clearly with customers while remaining sensitive to the ongoing conversations in the all center.


Qualifications

  1. Associates Degree, equivalent to two years related experience.
  2. Must possess excellent communication skills.
  3. Have the ability to consistently maintain a professional and positive attitude when dealing with customers.
  4. Multi-task with accuracy and promptness in a busy call center environment.
  5. Proficient data entry skills.
  6. Computer skills: basic knowledge of Microsoft Office.
  7. Call center customer service experience.
  8. Understanding of basic accounting procedures and principles.
  9. Product knowledge or aptitude for technical automotive applications of tools and equipment.

10.Ability to interface cooperatively with the customer service team and all related departments.



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