OE & Special Markets Customer Support Specialist

Snap-on; Kenosha (WI); On-site; USD 42,000 - 54,000; Full time

Job summary

Snap-on is seeking a Customer Support Specialist to interface with customers, provide product information, process orders, handle general inquiries, and resolve issues.

The role concentrates on OE programs with additional focus on Special Markets including Insurance Replacement and Fleet Sales. You will collaborate with suppliers to place orders and manage customer expectations while applying a basic understanding of account procedures.

Qualifications

• Associate degree or 2 years’ related experience required.
• Proficient data entry and typing speed.
• Clear understanding of computer functions and program operations.

Responsibilities

• Problem resolution (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 (product information, availability, pricing, RGA, loaner tools)
• Processes incoming faxes / internet orders / emails for Special Markets and OE programs
• Adds freight from Supplier invoices to shipment tracking in LN (within 7 days of invoice)
• Sorts and route SBS invoices
• Offers assistance with policy and procedure
• SOX Compliance
• Drives cross training to support all programs
• Offers assistance with reporting
• Communicates clearly with customers in call center context
• Manages ETI errors and updates for orders
• Manages standing customer orders per terms (weekly, monthly, ship days)
• Maintains understanding of product offerings and suppliers
• Presents new program offerings, websites and promotions from SBS
• Issues purchase orders to meet all customer orders as needed

Skills

Data entry

Communication

Multi-tasking

Team collaboration

Professionalism

Attention to detail

MS Office

Automotive product knowledge

Customer service

Problem solving

Education

Associate degree

Tools

Microsoft Office

Job description

Snap-on is seeking a Customer Support Specialist to interface with customers, provide product information, process orders, handle general inquiries, and resolve issues.

The role concentrates on OE programs with additional focus on Special Markets including Insurance Replacement and Fleet Sales. You will collaborate with suppliers to place orders and manage customer expectations while applying a basic understanding of account procedures.