Customer Support Specialist

Snap-On Tools; Kenosha (WI); On-site; USD 42,000 - 64,000; Full time

Job summary

Snap-On Tools seeks a Customer Support Specialist to assist customers with product information, order processing, and problem resolution, focusing on OE programs and Special Markets such as Insurance Replacement and Fleet Sales.

You'll work with suppliers to place orders, manage expectations, and maintain records. Strong data entry, communication, and Microsoft Office skills are essential in a busy environment.

Qualifications

• Associate degree or equivalent of 2 years' related experience.
• Proficient data entry.
• Clear understanding of computer functions and program operations.
• Experience with leadership role on special projects or campaigns.
• Understanding of basic account procedures.
• Excellent communication skills.
• Ability to multi-task in a busy environment.
• Basic knowledge of Microsoft Office.
• Product knowledge or aptitude for technical automotive applications.

Responsibilities

• Problem resolution (missing items, incorrect items, order tracking, etc.).
• Filing and maintaining order records per company policy.
• Supplier customer service-related problem resolution.
• Respond to customer requests via hard copy, email, or fax (info, availability, pricing, RGA, loaner tools).
• Receive and process incoming faxes / internet orders / emails for Special Markets and OE programs.
• Add freight from supplier invoices to shipment tracking in LN within 7 days of invoice receipt date.
• Sort and route SBS invoices to appropriate teams.
• Assist with policy and procedure.
• SOX Compliance.
• Drive cross training to support all programs effectively.
• Assist with reporting.
• Communicate clearly with customers in the call center context.
• Manage ETI errors and updates to successfully process orders.
• Manage standing customer orders per terms (weekly, monthly, designated ship days).
• Maintain understanding of product offerings and suppliers.
• Present customers with new program offerings, websites and SBS promotions.
• Issue purchase orders to meet all customer orders as needed.

Skills

Proficient data entry

Excellent communication skills

Multi-tasking

Team collaboration

Customer service experience

Leadership on special projects

Knowledge of account procedures

Product knowledge

Education

Associate degree

Tools

Microsoft Office

Job description

Overview

The Customer Support Specialist interfaces directly with customers, assisting them with product information, order processing, general inquiries, and problem resolution. The primary focus is on original equipment (OE) program support, with an additional focus on Special Markets customers. This includes Insurance Replacement and Fleet Sales. To support the programs, this role will also work directly with suppliers to place orders and help manage customer expectations. The associate will also need a basic understanding of account procedures and processes.

Responsibilities

• Problem resolution (some examples include missing items, incorrect items, order tracking, etc.)
• Filing and maintaining order records per company policy
• Supplier customer service-related problem resolution
• Receives and respond to customer hard copy / email requests (can include product information, product availability, pricing, RGA, loaner tools, etc.)
• Receives and process incoming faxes / internet orders / emails for Special Markets and the OE programs
• Paperwise - adding freight from Supplier invoices to shipment tracking in LN. This process must be completed within 7 days of the invoice receipt date
• Sorts and route SBS invoices, distributing appropriately (job automatically runs)
• Offers assistance with policy and procedure
• SOX Compliance
• Drives cross training to support all programs effectively
• Offers assistance with reporting
• Communicates clearly with customers while remaining sensitive to the ongoing conversations in the call center
• Manages ETI errors and makes necessary updates to successfully process order
• Manages standing customer orders and processing according to terms (weekly, monthly, designated ship days)
• Maintains an excellent understanding of the various product offerings and suppliers
• Presents customers with new program offerings, websites and promotions offered by SBS
• Issues purchase orders to meet all customer orders as needed

Qualifications

• Associate degree or equivalent of 2 years' related experience
• Proficient data entry
• Clear understanding of computer functions and program operations obtained through a minimum of 2 years' customer service experience
• Experience with leadership role on special projects or campaigns
• Understanding of basic account procedures
• Must possess excellent communication skills
• Ability to consistently maintain a professional and positive attitude when dealing with both internal and external customers
• Multi-tasking with accuracy and promptness in a busy customer care environment
• Basic knowledge of Microsoft Office
• Ability to interface cooperatively with the call center team and related departments
• Product knowledge or aptitude for technical automotive applications of tools and equipment