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Customer Service Representative

22141

Purpose

To handle incoming STIHL dealer calls utilizing STIHL Inc. resources, policies and procedures in order to provide complete and accurate responses in the Sales Support functional area.

 

Working hours for this position are 10:30am to 7:00pm

Job Duties & Responsibilities

  • Identifies and processes dealer orders received by phone, fax, email or internet using STIHL Inc. call center technologies and in accordance with company standards.  Responsible for ensuring orders are processed completely and accurately. 
  • Assists dealers with corrective actions such as, fixing order discrepancies and documents such corrective actions in CRM. 
  • Resolves customer complaints and problems efficiently and effectively in order to ensure customer satisfaction. Uses customer service and sales skills to optimize each customer contact.
  • Assists dealers with inquiries concerning ordering, servicing, or billing, which requires proficient use of STIHL B2B online and peer-to-peer (BOMGAR) applications.  
  • Assists dealers with password resets and account setups associated with the Single Sign-On (SSO) program.
  • Participates in individual and team trainings / meetings to ensure policy and STIHL product knowledge is up to date.
  • Assists end-users with Fulfillment Programs, such as Dealer Locator and Manual Requests.
  • Assumes additional related responsibilities as needed.

Specifications

  • High School diploma or equivalent.
  • 2 years of related customer contact /service industry experience preferred. 
  • Performs work under general supervision. Handles basic issues and problems, and refers more complex issues to higher-level staff.  
  • Basic knowledge of Microsoft office software, including Word, Excel, Power Point & Office.
  • Schedule flexibility is required in order to meet departmental needs.


Nearest Major Market: Virginia Beach