Snap-on

  • Customer Care Representative

    Job Locations US-IL-Crystal Lake
    Job ID
    2019-8471
  • Overview

    Position Title:    Customer Care Representative

    Hours:               Full Time (start time between 10:00 am and 1:30 pm)

    Location:           Crystal Lake, IL

    Department:      Customer Care Center

     

    Rare opportunity to 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. Bilingual in English and Spanish preferred.

    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 preferred.
    • 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

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