Overview

The Customer Service Representative is responsible for satisfying the ongoing needs of our dealers, outside sales team, and end users as well as responding to various internal customer requests.

Job Responsibilities

• Professionally handles incoming calls from dealers, end users and outside sales team members to ensure that issues are resolved both promptly and thoroughly;
• Assists dealers with product recommendations, and answers product and/or order related questions;
• Thoroughly and efficiently gathers customer information, accesses and fulfills customer needs, educates the customer where applicable to prevent the need for future contacts and documents interactions through contact tracking;
• Processes all replenishment orders impacting outside sales and the marketing department;
• Provides quality service and support on a continuous basis;
• Handles issues in the best interest of both customer and company;
• Responsible for all order entry related to dealer orders through the Festool Dealer Portal, Festool Sales App, and fax2EDI, as well as end user spare parts orders;
• Continuously evaluates and identify opportunities to drive process improvements that positively impact the customer’s experience;
• Processes all returns: 30 day, damaged and/or defective products, dealer inventory exchanges and replenishment;
• Handles post sales dealer requests involving shipment, tracking and billing inquiries;
• Issues credits and debits with approval of Customer Service Manager;
• Performs other required tasks as assigned.

Job Requirements

• High School diploma;
• Minimum two years’ experience in a customer service capacity required;
• Proficiency in SAP (SD) desired;
• Strong order entry skills required;
• Bilingual in French is required;
• Highly developed sense of integrity and commitment to customer satisfaction;
• Demonstrated passion for excellence with respect to treating and caring for customers;
• Ability to communicate clearly and professionally, both verbally and in writing;
• Has a pleasant, patient and friendly attitude;
• Strong detail orientation and communication/listening skills;
• Possess a strong work ethic and team player mentality;
• Must be proficient in basic computer skills and Microsoft Office applications.
• Must be able to grow, foster and develop relationships with key customers ( account management)
• Must be able to travel (US) for onboarding/training multiple times a year, with varying length of duration