Customer Service Tech Support
Snapon

Overview

Challenger Lifts, Inc., a division of Snap-on is seeking a candidate to provide optimum customer support to end-users, key accounts, service centers, distributors, regional sales managers. Maintain customer relationship by responding to inquires in a timely manner and ensure pricing accuracy of purchase orders and order processing. Prepare RMA and credit memo requests. Support customer service department as required in accordance with company charter policies and objectives.

Responsibilities

• Respond to customer inquiries via telephone, fax and email in a timely and professional manner.

• Trouble shooting a repair to come up with the best and most cost effective solution. Record all calls on what is being reported, resolution and parts being sent in warranty tracking system.

• Research and respond to sales order discrepancies, shortages, and damaged shipments.

• Auditing of purchase orders for accuracy of information in preparation of data entry. Includes customer account number, regional sales code, standard pricing, ship date, ship via. Obtain management approval for price change authorization, terms or changes to standard freight/install policy.

• Enter purchase order data in order to generate order acknowledgement, ensuring all orders are entered by end of business hours each day.

• Create RMA's and FedEx or UPS call tag. Record tracking information. Track RMA's to ensure receipt within 45 days.

• Monitor orders, back orders, expedite and prioritize orders for equipment and accessories.

• Scan PO's and order acknowledgement into Electronic filing system.

• Support Inside Sales and Regional Sales Managers as required.

• Provide back up for Customer Service techs during absences.

• Assist Customer Service Manager as required on special projects.

Qualifications

• College graduate preferred minimum High School education.

• Five (5) years Customer service or combined with technical experience to include phone experience.

• Familiarization of Microsoft Office, Excel and Access software.

• Excellent organizational skills with ability to prioritize and manage time effectively. Must be multi-task oriented.

• Excellent written and oral communication skills with ability and experience in communicating with all levels of Management.

• Able to work in high-stress, fast-paced environment.
  
  
• Strong interpersonal skills in a team environment.

• Strong mechanical aptitude

• Good attendance record.

• Good problem solving skills

• Work flexible hours (i.e. overtime as required).

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