Customer Care Representative-PARTTIME

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POST DATE 9/10/2016
END DATE 10/10/2016

Snap On Crystal Lake, IL

Company
Snap On
Job Classification
Full Time
Company Ref #
2016-5579-1687
AJE Ref #
576134100
Location
Crystal Lake, IL
Job Type
Regular

JOB DESCRIPTION

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Overview:



Position Title: Customer Care Representative/Part-time



Hours: Part-time evenings and some Saturday mornings



Location: Crystal Lake, IL



Department: Customer Care Center



Provide a world class customer experience to all Snap-on franchisees, customers and associates through all media channels available at the Customer Care Center.



Responsibilities:



* Champion the Voice of the Customer within the business.

* Meet or exceed individual department metrics.

* Receive and resolve complex customer interactions.

* Expedite orders through production plants, vendors and distribution centers.

* Provide technical product, statement and order management support.

* Add value by offering promotional product on every call.

* Provide Sales Support to franchisees and FPTs.

* Leverage RCI tools to identify and implement process opportunities to enhance service and/or improve franchisee productivity.

* Respond to customer requests for quotes and product information.

* Work with customers; field sales personnel, vendor & internal depts. in solving customer service issues.

* Process customer orders into LN operating system.

* Generate, update and close customer notes in CRM database in compliance with guidelines.

* All other duties assigned by management.





Qualifications:



* Champion the Voice of the Customer within the business.

* Meet or exceed individual department metrics.

* Receive and resolve complex customer interactions.

* Expedite orders through production plants, vendors and distribution centers.

* Provide technical product, statement and order management support.

* Add value by offering promotional product on every call.

* Provide Sales Support to franchisees and FPTs.

* Leverage RCI tools to identify and implement process opportunities to enhance service and/or improve franchisee productivity.

* Respond to customer requests for quotes and product information.

* Work with customers; field sales personnel, vendor & internal depts. in solving customer service issues.

* Process customer orders into LN operating system.

* Generate, update and close customer notes in CRM database in compliance with guidelines.

* All other duties assigned by management.



Snap-on is an Equal Opportunity Employer, M/F/D/V