Customer Service Representative

Matco Tools, a subsidiary of Vontier Corporation, is a distributor of professional automotive equipment and tools. The Customer Service Representative will provide essential support to franchised distributors and customers by offering product information, processing orders, and ensuring effective communication between sales and corporate offices.

Responsibilities:

• 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 features and benefits to our franchised distributors on our commissioned daily sale items
• Perform suggestive selling of Matco product line through programs such as deep discounts, close-out items, and volume buy in conjunction to meeting individual and departmental sales goal initiatives
• Input orders utilizing internal ordering software systems
• Work cross-functionally with subject matter experts to resolve open questions
• Other responsibilities as assigned

Requirements:

• High school diploma or GED equivalent
• Must be able to work 12:30 PM -9 PM Monday-Friday
• 1+ years of call center experience or equivalent experience in dealing with customers
• 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
• Ability to perform suggestive sales
• ASE certification, automotive experience, tool experience, or related trade school degree a plus
• On the job experience in working with general automotive mechanics a plus
• Suggestive sales experience preferred