Customer Service Rep I

About the Role

This is an onsite position at our Kenosha, WI Headquarters. Snap-on Industrial is seeking a candidate to perform a variety of customer service tasks supporting the Industrial sales field and customer base. These requests may be received via phone or email, and the role maintains functions to ensure quality and exceptional service. The Customer Service Representative I may have primary responsibility for one or more functions and perform other secondary tasks as needed.

Responsibilities

• Handle customer service functions including pricing and availability requests, product information, order entry, contract review, expediting product, status and tracking, and shipping issues.
• Receive and resolve customer and sales field requests via phone and email.
• Run and work reports related to open orders to ensure timely fulfillment.
• Maintain professionalism while communicating and escalating open issues, keeping all parties informed.
• Follow established processes to maintain high-quality service standards.
• Review work instructions and collaborate with team leadership to implement updates or changes.
• Maintain clear, concise documentation of all steps in multiple systems, ensuring data accuracy.
• Digitally file all backup in a paperless system for audit purposes.
• Attend and actively participate in team meetings.
• Perform other duties as assigned by management.

Requirements

• High School Diploma or GED.
• Minimum of 1 year of previous customer service experience.
• Strong ability to learn and adapt to new computer-based systems (e.g., database management and workflow systems).
• Exceptional listening, 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 perform a wide range of procedures accurately.
• Creative and flexible in daily activities, able to change priorities and coordinate multiple tasks.
• Dependable; willing to work overtime and adjust schedule to meet business demands.
• Ability to remain calm under pressure and work in stressful situations to promote positive customer relations.
• Excellent PC skills, including knowledge of Microsoft Office.

Benefits

• Competitive compensation package.
• Medical, dental, and vision insurance.
• Life insurance and an Employee Assistance Program (EAP).
• 401k Savings Plan and a pension plan.
• Legal services plan.
• Employee stock purchase plan.
• Discount on Snap-on products.

Snap-on offers a drug-free work environment and is an Equal Opportunity Employer, Minority/Female/Disabled/Veteran.