Customer Care Representative

Snap-On Tools   Crystal Lake, IL   Full-time     Call Center / Customer Service
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Posted on July 27, 2020

Customer Care Representative

US-IL-Crystal Lake
 
Overview

Position Title: 2nd Shift Customer Care Representative

Hours: Full Time (1:30 pm - 10:00 pm)

Location: Crystal Lake, IL

Department: Customer Care Center

Join Snap-on's Customer Care Center in a Full Time CSR role! Provide a world class customer experience to all Snap-on franchisees, customers and associates through all media channels available at the Customer Care Center located in Crystal Lake, IL. This position will work 2nd shift hours (1:30 pm to 10:00 pm). Bilingual in English and Spanish a plus.

Responsibilities

  • Champion the Voice of the Customer within the business.
  • Meet or exceed individual department metrics.
  • Receive and resolve complex customer interactions.
  • Expedite orders through production plants, vendors and distribution centers.
  • Provide technical product, statement and order management support.
  • Add value by offering promotional product on every call.
  • Provide Sales Support to franchisees and FPTs.
  • Leverage RCI tools to identify and implement process opportunities to enhance service and/or improve franchisee productivity.
  • Respond to customer requests for quotes and product information.
  • Work with customers; field sales personnel, vendor & internal depts. in solving customer service issues.
  • Process customer orders into LN operating system.
  • Generate, update and close customer notes in CRM database in compliance with guidelines.
  • All other duties assigned by management.

Qualifications

  • Bilingual in English and Spanish a plus.
  • Must be able to work 2nd shift hours.
  • Minimum 2 years Customer Service or sales experience.
  • Minimum high school diploma or equivalent. Bachelor’s degree preferred.
  • Excellent PC skills, knowledge of Microsoft Office, and internet protocol.
  • Ability to execute against sales targets.
  • Must be creative and willing to adapt to changing business demands.
  • Good listening skills.
  • Strong understanding of total process of order entry, distribution, financial & inventory linkages.
  • Excellent ability to prioritize own workload.
  • Must be proficient in verbal & written communication and able to quickly transition between various media channels effectively.
  • Ability to be flexible in daily activities, change priorities and coordinate multiple tasks.
  • Ability to remain calm under pressure and work in stressful situations in order to promote good customer relations both within and outside the company.
  • Ability to use a wide range of procedures, analyze situations to determine what action should be taken within limits of standard practice.

Snap-on is an Equal Opportunity Employer, M/F/D/V