Customer Service Rep I

Snap-on•Crystal Lake, IL

5d•Onsite

About The Position

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.

Requirements

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

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