Customer Service Rep I

Overview

This position is an ONSITE position at our Crystal Lake, IL office

Who we are:

People know Snap-on for the quality of our products, but we know that it is the passion and character of our people that make our company a global leader. With our diverse talents and deep pride in the Snap-on family of brands, we drive innovation and create value. We work hard together. We grow together. We are one Snap-on team.

Snap-on Industrial is seeking a great candidate to join our team. This position performs a variety of customer service related tasks to support Industrial & International sales field, all other Industrial & International customer service and finance teams and our customers to set up and maintain our customer database in LN and other supporting systems. 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

• Set up and maintain customer accounts in LN following current policy & procedure requirements
• Receive and resolve customer/sales field requests via phone and email to act as first point of contact for customers with web related issues
• 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
• Set up and maintain customer online ordering profiles within our current web platform
• Follow all established processes consistently in order to maintain high quality standards of service & escalate issues to IT where necessary
• Set up and maintain all non-netable warehouses and employee information in LN for the Industrial sales field
• 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 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.