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Customer Service Representative – Vontier

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Customer Service is the critical link to strong communications between the sales field and Matco Tools corporate offices. You will provide the infrastructure which supports our franchised distributors, District Managers, Regional Managers, and commercial customers by providing correct product information, pricing, and product availability. You will receive continuous training to facilitate your growth and development, options for career exploration, and enhanced customer service skills.

 

WHAT YOU WILL DO

  • Assist our franchised distributor customers in automotive tool selection, toolbox selection, troubleshooting, price and availability, technical specifications, and ordering.
  • Handle all inbound calls from our internal and external sources. This includes, but is not limited to, giving price and availability, part numbers, application assistance, troubleshooting, and basic credits.
  • Provide technical support concerning information and specifications for products provided in our Matco Tools catalog and catalogs of our other suppliers.
  • Provide technical support concerning information and specificatinos for products provided in our Matco Tools catalog and catalogs of our other suppliers.
  • Input orders utilizing internal ordering software systems.
  • Engage closely with the Customer Service team to resolve open questions.
  • Work cross-functionally with subject matter experts to resolve open questions.
  • Other responsibilities as assigned. 
WHO YOU ARE
  • High school diploma or GED equivalent
  • Must be able to work 2:30 PM -11:00 PM ET Monday-Friday (1:30P-10P CT/12:30P-9P MT/11:30P-8 PT)
  • 1+ years of call center experience or equivalent experience in dealing with customers
  • On the job experience in working with general automotive mechanics a plus
  • ASE certification, automotive experience, tool experience, or related trade school degree a plus

Required Competencies:

  • Basic use of PC and keyboard
  • Effective verbal and written communication skills
  • Ability to interpret customer issues coupled with the ability to troubleshoot and translate issues into resolution while maintaining a positive attitude
  • Ability to empathize with customer concerns while maintaining a professional demeanor
  • Ability to learn quickly on the job
  • Ability to multi-task in a fast-paced office environment
  • Ability to answer calls as a primary function of the position