Customer Solutions Representative

About the role

Your top priority as a Customer Solutions Representative is to deliver exceptional customer service while promoting and selling products to new and existing customers. Balance sales goals with customer satisfaction by addressing inquiries, resolving issues, and suggesting relevant products. Your positive, professional, roll-up-your-sleeves-to-help attitude contributes to our winning culture and makes sure we leave a lasting impression.

Responsibilities

• Handle customer inquiries over the phone, assisting with product selection, order details, and issue resolution to ensure high customer satisfaction.
• Drive sales by promoting products and services through suggestive selling techniques and ensuring customer needs are met while achieving sales goals.
• Achieve key performance indicators (KPIs) including revenue, margin, adherence, customer satisfaction (CSAT), and managing customer compensation to ensure consistent performance and operational efficiency across both sales and service functions.
• Consult on and process orders, verifying customer and order details (payment, shipping), and ensuring accurate order fulfillment and timely delivery.
• Maintain accurate customer records, updating information from interactions and ensuring timely follow-up to close inquiries and resolve issues.
• Assist with order status, returns, exchanges, and modifications, ensuring customers are updated and their issues are resolved promptly.
• Resolve customer issues by researching solutions, balancing customer needs with company policies, and communicating effectively to achieve satisfactory outcomes.
• Participate in sales meetings and training to stay aligned with company goals, remain informed about new products, and utilize internal resources to stay knowledgeable.
• Collaborate with internal teams (e.g., Technical Support, Credit Marketing, Drop Ship, Transportation) to address complex customer issues and ensure effective resolutions.

Requirements

• High school education or equivalent; at least one year of college or technical training preferred.
• At least one year of customer service, sales, or related experience.
• Bilingual in Spanish a plus.
• Clear, concise, and pleasant voice with good enunciation.
• Strong attention to detail with the ability to multi-task and follow a structured process.
• Demonstrates a professional and positive attitude.
• Ability to communicate effectively, both verbally and in writing, with a wide audience.
• Ability to meet established productivity, schedule adherence, and quality standards.
• Familiarity with technology and Windows applications, including the ability to learn new and complex computer system applications.
• Ability to maintain composure in high-pressure situations.
• Mechanical aptitude related to light industrial products a plus.
• Ability to work and adhere to a varied schedule including weekends and holidays.
• Demonstrates Northern Tool + Equipment’s 12 Core Competencies.

About Us

Northern Tool + Equipment is a family business with roots stretching back three generations to Minnesota’s Iron Range, where our blue-collar work ethic and commitment to serving the people who do the tough jobs was born. Our mission is to be the best in the world at serving the professional tradespeople and those who want to work like them. With over 130 retail stores across 24 states, top national brands, and global manufacturing operations designed to create our own specialized tools and equipment, we are busting our knuckles to deliver the products, prices, and advice our customers need to succeed. We’re looking for people who share our blue-collar work ethic.

Benefits

• Competitive Pay: Earn $19.00 to $22.00 hourly, with your exact compensation personalized based on your skills, experience, and location.
• Flexible Work Schedule: Full-time, 8-hour shifts, Monday – Friday and every 4th Saturday, complemented by a hybrid work schedule that allows you to work both remotely and in the office during initial training and company-sponsored events.
• Comprehensive Benefits Package: A variety of health plans, including medical, dental, vision, and a 401(k) plan with an enhanced company match to support your financial future (for employees working 30+ hours per week).
• Generous Employee Discount: Significant discount on the quality tools and equipment we offer.
• Get Paid on Your Terms: Daily Pay option to access your earnings whenever you need them.
• Paid Holidays: 7 paid federal holidays.
• Incentives: Be rewarded for eligible SPIFFS and contests.