Customer Service Rep I

Customer Service Representative

This position is onsite at the corporate headquarters located in Kenosha, WI. Snap-on Industrial is seeking a great candidate to join our team. This position performs a variety of customer service related tasks to support the industrial sales field and customer base. These requests may be received via phone or email; in addition, customer service maintains a variety of functions to ensure quality and exceptional service. CSR I may have primary responsibility for one or more of these functions and be asked to perform other secondary functions as necessary to meet business needs.

Responsibilities:

• Customer service functions may include requests for pricing and availability, product information, order entry, contract review, expediting product, status and tracking, and shipping issues
• Receive and resolve customer/sales field requests via phone and email
• Run and work a variety of reports related to open orders in an effort to fulfill those orders in a timely fashion
• Maintain professionalism while communicating and escalating open issues in a timely fashion, keeping all parties informed as necessary on developments
• Follow all established processes consistently in order to maintain high quality standards of service
• Review work instructions and work with team leadership to implement necessary updates/changes
• Maintain clear, concise documentation of all steps taken in multiple systems, ensuring accuracy of data
• Digitally file all backup in paperless filing system for audit purposes
• Attend and actively participate in team meetings
• Perform any other duties as assigned by management

Qualifications:

• High school diploma or GED
• Minimum 1 year previous customer service experience
• Strong ability to learn and adapt to new computer-based systems (i.e. database management and workflow systems, among others)
• Exceptional listening skills
• Excellent interpersonal analytical and oral/written communication skills
• Strong understanding of and willingness to collaborate in a team environment
• Strong attention to detail and ability to accurately perform a wide range of procedures
• Creative and able to be flexible in daily activities, change priorities and coordinate multiple tasks in order to meet changing business needs
• Must be dependable; willing to work overtime and to adjust schedule in order to meet business demands
• Ability to remain calm under pressure and work in stressful situations in order to promote positive customer relations with both internal and external customers
• Excellent PC skills, knowledge of Microsoft Office

Snap-on offers a competitive compensation package and a complete benefits package which includes medical, dental, vision, life insurance, an employee assistance program (EAP), a 401k Savings plan, a pension plan, a legal services plan, an employee stock purchase plan, a discount on Snap-on products and more. Snap-on offers a drug free work environment and welcomes all qualified candidates to apply. Snap-on is an Equal Opportunity Employer, Minority/Female/Disabled/Veteran.