Overview To provide optimum customer support to end users, distributors, representatives, sales and service managers and Snap-on Intercompany organizations. Maintain customer relationship by responding to inquiries in a timely manner, maintain information and data integrity within customer platforms and ensure order entry accuracy in relation to items, quantities, pricing, etc. Support customer service department as required in accordance with company charter policies and objectives.
Responsibilities - Respond to customer inquiries via phone, email, and customer platforms in a timely and professional manner in accordance with customer service charter. Research and respond to discrepancies, shortages, damaged goods, and any other applicable concern regarding a customer's purchase.
- Auditing of purchase orders for accuracy of information in preparation of data entry. Includes customer account number, representative sales agent number, standard pricing, ship date, ship via. Obtain management approval for price change authorization, terms for changes to standard freight/install policy.
- Data entry into company operating system (LN) to generate picking list for equipment, parts or accessory shipment or service order for dispatching of field service technicians or independent service contractors when field repair is needed. Ensuring all inquiries and requests are met as expected by both the customer and customer service management.
- Monitor orders, back orders, expedite and prioritize orders for equipment, parts, and accessories.
- Obtain sales agreement, purchase order, written request for sales, service, accessories, or parts. Obtain any additional documentation required for accurate order processing and store materials within company filing and data storage system.
- Support Sales and Service Representatives and collaborate with other Snap-on Intercompany representatives.
- Provide backup for Customer Service representatives during absences.
- Assist Customer Service Supervisor and Manager as required on special projects.
Qualifications - Associate Degree preferred or high school diploma.
- Three (3) to Five (5) years Customer Service experience, including phone.
- Familiarization of Microsoft Office, Excel and Access software.
- Excellent organizational skills with ability to prioritize and manage time effectively. Must be multi-task oriented.
- Excellent written and oral communication skills with ability and experience in communicating with all levels of management.
- Able to work in high-stress, fast-paced environment.
- Strong interpersonal skills in a team environment.
- Good attendance record.
- Good problem-solving and critical thinking skills.
- Work flexible hours. (I.E. Overtime as required)