Snap-on

  • Customer Service Supervisor

    Job Locations US-IL-Carol Stream
    Job ID
    2019-8383
  • Overview

    To ensure high quality customer service, technical support, domestic and export order processing is provided to outside representatives, distributors and end users. Provide support to a small department of 4 people. 

    Responsibilities

    Essential

    • Respond to and interpret customer requirements from written or verbal inquiries regarding pricing, expediting, quotations, complaints, shortages and overages. Interface with other employees to obtain information needed to respond to the customer.
    • Monitor and maintain the flow of work in the department.
    • Match customer requirements with standard products and services.
    • Prepare quotations for standard products, special products or projects, as required.
    • Work on special projects for sales staff.
    • Determine possible alterations to standard product and services to meet customer requirements.
    • Advise customers of advantageous changes to their order.
    • Issue debits and credits.
    • Checks orders entered by customer service reps for errors.
    • Coordinate export shipments with freight companies as directed by distributor, ensuring all export documentation is accurate.
    • Investigate and correct unusual customer problems and order delays by taking ownership of problem and following through to resolution.
    • Review new/existing literature for errors for the marketing department.
    • Prepare documents for some distributors to market new products.
    • Recommend changes or improved work methods.
    • Furnish product information as required.
    • Access, update and maintain customer computer database and manual record keeping system for individual accounts.
    • Comply, maintain and follow ISO 9001 requirements.

    Marginal

    • May occasionally act as receptionist.
    • Answer main office telephone line.

    Physical and Visual Activities

    • Standing, sitting, walking, lifting, carrying, stooping, kneeling, crouching, reaching, handling, fingering, feeling, talking, hearing, seeing.

    Physical Demands

    • May occasionally lift, push, pull or carry up to 25 lbs.

    Environmental/Atmospheric Conditions

    • Inside office conditions including noise and vibrations.

    Qualifications

     

    • High school diploma with 5+ years of experience or equivalent.
    • Bi-lingual in spanish preferred but not required 
    • Pleasant telephone manner and ability to effectively communicate with internal and external customers and sales staff. Bi-lingual in Spanish a plus. 
    • Experience with computer and other standard office equipment. Microsoft office, windows and Excel spreadsheet.

     

     

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

     

     

     

     

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