Customer Service Rep I

Snap-on Inc•Crystal Lake, IL

1d•Onsite

About The Position

This onsite position at Snap-on Industrial’s Crystal Lake, Illinois office performs customer service tasks supporting Industrial and International sales, customer service and finance teams, and customers. The role helps set up and maintain customer records in LN and other supporting systems. Requests may arrive by phone or email. The representative may have primary responsibility for one or more customer service functions and may perform other functions as business needs require. Customer service work may include handling pricing and availability inquiries, product information, order entry, contract review, product expediting, order status and tracking, and shipping issues. The role also supports customers and sales personnel with web-related issues, maintains online ordering profiles and system records, works reports to help fulfill open orders, documents work accurately, and files supporting materials digitally for audit purposes.

Requirements

High school diploma or GED.
At least 1 year of previous customer service experience.
Ability to learn and adapt to computer-based systems, including database management and workflow systems.
Exceptional listening skills.
Excellent interpersonal, analytical, oral, and written communication skills.
Ability and willingness to collaborate in a team environment.
Strong attention to detail and ability to accurately perform a wide range of procedures.
Flexibility to adjust daily activities and priorities and coordinate multiple tasks as business needs change.
Dependability and willingness to work overtime and adjust schedules to meet business demands.
Ability to remain calm under pressure and work in stressful situations while promoting positive customer relations with internal and external customers.
Excellent PC skills and knowledge of Microsoft Office.

Responsibilities

Handle customer service requests, which may include pricing and availability, product information, order entry, contract review, product expediting, order status and tracking, and shipping issues.
Respond to and resolve customer and sales field requests by phone and email, serving as the first point of contact for web-related customer issues.
Run and work reports related to open orders to help fulfill orders in a timely manner.
Communicate and escalate open issues professionally and promptly, keeping relevant parties informed of developments.
Set up and maintain customer online ordering profiles in the current web platform.
Follow established processes to maintain service quality and escalate issues to IT when necessary.
Set up and maintain non-netable warehouses and employee information in LN for the Industrial sales field.
Document steps taken in multiple systems clearly and accurately, and digitally file backup materials for audits.
Attend and actively participate in team meetings.
Perform other duties assigned by management.