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 Qualifications

• 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

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

Essential FunctionsDuties 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 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.

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: 262-656-4774 email:  david.a.perry@snapon.com