Snap-on

Global producer of professional tools

Customer Support Specialist

Customer SupportConfirmed live in the last 24 hours

Full-timeKenosha, WI, USANo salary listedIn-person

About the Job

Requirements

An associate degree or equivalent of two years of related experience.
Proficiency in data entry.
A clear understanding of computer functions and program operations, obtained through a minimum of two years of customer service experience.
Experience in a leadership role on special projects or campaigns.
Understanding of basic account procedures.
Ability to communicate clearly.
Ability to maintain a professional and positive attitude when dealing with internal and external customers.
Ability to multitask accurately and promptly in a busy customer care environment.
Basic knowledge of Microsoft Office.
Ability to interface cooperatively with the call center team and related departments.
Product knowledge or aptitude for technical automotive applications of tools and equipment.

Responsibilities

Resolve customer problems, including missing or incorrect items and order tracking.
File and maintain order records in accordance with company policy.
Resolve supplier customer service-related problems.
Receive and respond to customer hard-copy and email requests, which may include product information, product availability, pricing, RGA, and loaner tools.
Receive and process incoming faxes, internet orders, and emails for Special Markets and OE programs.
Add freight from supplier invoices to shipment tracking in LN using Paperwise within seven days of invoice receipt.
Sort and route SBS invoices for appropriate distribution.
Provide assistance with policy and procedure.
Support SOX compliance.
Drive cross-training to support all programs effectively.
Provide assistance with reporting.
Communicate clearly with customers while remaining sensitive to ongoing conversations in the call center.
Manage ETI errors and make necessary updates to process orders successfully.
Manage standing customer orders and process them according to their terms, including weekly, monthly, or designated ship days.
Maintain an understanding of product offerings and suppliers.
Present customers with new program offerings, websites, and promotions offered by SBS.
Issue purchase orders as needed to fulfill customer orders.

Overview

The Customer Support Specialist interfaces directly with customers, assisting them with product information, order processing, general inquiries, and problem resolution. The primary focus is on original equipment (OE) program support, with an additional focus on Special Markets customers. This includes Insurance Replacement and Fleet Sales. To support the programs, this role will also work directly with suppliers to place orders and help manage customer expectations. The associate will also need a basic understanding of account procedures and processes.

Responsibilities

Problem resolution (some examples include missing items, incorrect items, order tracking, etc.)
Filing and maintaining order records per company policy
Supplier customer service-related problem resolution
Receives and respond to customer hard copy / email requests (can include product information, product availability, pricing, RGA, loaner tools, etc.)
Receives and process incoming faxes / internet orders / emails for Special Markets and the OE programs
Paperwise – adding freight from Supplier invoices to shipment tracking in LN. This process must be completed within 7 days of the invoice receipt date
Sorts and route SBS invoices, distributing appropriately (job automatically runs)
Offers assistance with policy and procedure
SOX Compliance
Drives cross training to support all programs effectively
Offers assistance with reporting
Communicates clearly with customers while remaining sensitive to the ongoing conversations in the call center
Manages ETI errors and makes necessary updates to successfully process order
Manages standing customer orders and processing according to terms (weekly, monthly, designated ship days)
Maintains an excellent understanding of the various product offerings and suppliers
Presents customers with new program offerings, websites and promotions offered by SBS
Issues purchase orders to meet all customer orders as needed

Qualifications

Associate degree or equivalent of 2 years’ related experience
Proficient data entry
Clear understanding of computer functions and program operations obtained through a minimum of 2 years’ customer service experience
Experience with leadership role on special projects or campaigns
Understanding of basic account procedures
Must possess excellent communication skills
Ability to consistently maintain a professional and positive attitude when dealing with both internal and external customers
Multi-tasking with accuracy and promptness in a busy customer care environment
Basic knowledge of Microsoft Office
Ability to interface cooperatively with the call center team and related departments
Product knowledge or aptitude for technical automotive applications of tools and equipment

About the Company

Snap-on

Global producer of professional tools

Snap-on designs and sells tools, equipment, diagnostics, and repair information for professional technicians worldwide. Its products include hand tools, tool storage, diagnostic devices, and software-based repair data that help shops diagnose issues and perform maintenance. The company stands out through a long track record of durable, high-quality tools, a trusted professional brand, and an integrated ecosystem that combines physical tools with diagnostic and information solutions. Its goal is to support technicians by delivering reliable tools and actionable repair information that speed up workflows and enable accurate repairs across global markets.

Company size: Not listed
Company stage: IPO
Headquarters: Kenosha, WI
Founded: 1920

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