Senior Coordinator

Snap-on Inc•Crystal Lake, IL

13d•Hybrid

About The Position

A Senior Coordinator role at Snap-on could be for you! Snap-on’s Customer Care Center is currently hiring a Senior Coordinator to assist the CCC management team in supporting the customer experience and productivity with a focus on a specific functional role. This individual will ensure the CCC policies and procedures are properly documented and followed. Our Customer Care Center is a fun, friendly, fast-paced environment where our team provides a World Class Customer Experience via Phone, Email, and Text Message. We offer competitive pay, full benefits, and a great work/life balance. This role will be based in the Crystal Lake Contact Center.

Requirements

2+ year’s customer care experience preferred.
High School Diploma or equivalent required.
Excellent written and oral communication skills; ability to communicate and work effectively with all levels internally and externally.
Excellent customer care skills. The ability to de-escalate an upset customer. Ability to provide solutions that solve the customer’s problem.
Ability to tactfully give bad news and say no in certain situations to customers.
General knowledge of warehousing, distribution and inventory control and ability to learn and maintain knowledge of Snap-on product lines.
Must have working knowledge of Company policies and procedures; ability to work independently and use sound judgment in application or modification of procedures needed to meet new or unusual requirements within established policies.
Excellent PC skills, knowledge of Microsoft Office, LN software and Internet.
Proficient with Customer Support and use of Franchisee Profile, Web Statement and/or order processing.
Strong understanding of order-to-cash process, including distribution, financial & inventory linkages and processes.
Ability to be flexible in daily activities, change priorities & coordinate multiple tasks.
Must be creative & willing to adapt to changing business demands.
Ability to remain calm under pressure and work in stressful situations in order to promote good interoffice relations.
Ability to use a wide range of procedures, troubleshoot and analyze situations to determine what action should be taken within limits of standard practice.
Highly coachable.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Manage and resolve customer complaints to a conclusion
Work directly with franchisees to communicate and resolve customer complaints
Liaise with the Business Manager and other FPT members as needed on customer complaint escalations
Provide proactive support for customers in open routes
Provide seamless support on ordering and warranty for customers in open routes
All other tasks as assigned by management

Benefits

Hybrid Work From Home program (up to 10 days each month based on metric performance)
Start with 13 paid vacation days and 1 week paid sick time (accrued based on hire date)
Employee Assistance Program
Full medical with options for Dental and Vision
401k with company match
Employee Stock Purchase Program
Employee Purchase Program
Pension
Ability to bid on other shifts based on job performance
Annual raises and bonuses (dependent on profitability of the business)