Customer Service Rep

Position: Customer Service Rep I
Overview

This position is onsite at our Crystal Lake, IL location.

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 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 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.