Job details

Customer Service Representative

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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

Average salary estimate

$45000 / YEARLY (est.)

min

max

$40000K

$50000K

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What You Should Know About Customer Service Representative, Snap-on

Are you looking to embark on an exciting career as a Customer Service Representative at Snap-on Incorporated in Kenosha? Join this dynamic team where you will directly interface with customers, assisting them with everything from product information to order processing in a fast-paced and friendly environment. As a Customer Service Representative, you'll be responsible for receiving incoming calls, faxes, and internet orders, all while providing timely and accurate responses to customer inquiries about product availability, pricing, and shipment tracking. You’ll dive deep into Snap-on's product offerings, presenting new programs and promotions, and ensuring customer satisfaction. You'll also collaborate with authorized suppliers to resolve inquiries and support telemarketing campaigns. With opportunities for cross-training and professional growth, you’ll thrive in a culture that values good communication and teamwork. If you have a solid understanding of basic accounting procedures, Microsoft Office skills, and possess a professional demeanor, this might be the perfect role for you. Ready to join an industry leader known for its innovative solutions and commitment to excellence? Let’s get started on your career journey with Snap-on, where your skills can shine and make a real impact!

Frequently Asked Questions (FAQs) for Customer Service Representative Role at Snap-on

What responsibilities does a Customer Service Representative at Snap-on Incorporated have?

As a Customer Service Representative at Snap-on Incorporated, you will be responsible for handling incoming phone calls, faxes, and internet orders while providing exceptional service. You'll assist customers with product information, order processing, tracking shipments, and resolving billing inquiries. Additionally, you’ll issue purchase orders, interact with suppliers for technical support, and support telemarketing efforts. An understanding of Snap-on’s extensive product range and the ability to manage customer interactions professionally are key to succeeding in this role.