Customer Service Representative - Diablo/Freud Tools (On-site Only)

About the position

Diablo/Freud Tools is looking for an extroverted, highly motivated, and driven individual with 3-5 years of Customer Service /Inside Sales experience with a competitive fire to fill our Inside Sales and Customer Service Role. Basic knowledge of construction products and power tools is necessary, however we provide a world class, hands-on training for all candidates regardless of previous experience. We offer a tremendous career track in sales and marketing focused on growth for our employees. Maintain and develop a multi-state territory for growth and service activities in a fast-pace, multi-task, solution-focus inside environment. Review of day-to-day orders for efficient & accurate processing. Provide high-level customer service for existing customers, new prospects, outsides sales, end-users, and sales managers to achieve greater customer satisfaction and solutions. Continued development of skills to support sales & service initiatives, company growth objectives, compliance, and cultural values.

Responsibilities

• Review responsible orders for efficient and accurate processing working directly with customers, reps, operations, and accounting to correct errors or issues ensuring same day order processing and 100% follow-through support to satisfy our customers.
• Provide high level customer service via phone, email, and portal to cover inbound and outbound calls assisting customers, prospects, reps, end-users, and all incoming inquiries with high-level service using all available resources to provide information or solutions that satisfy.
• Focus on all Inside Sales department initiatives such as upselling orders, pre-selling new programs, new product placements, aligning dealers with the Freud portal.
• Process and/or assist with all customer claim requests for efficient processing (shortages, overages, RGA's, buybacks, program credits, advertising Coop, etc.).
• Support all departmental mitigating control tracking and reviews by providing supporting documents or approvals for processing to assure Inside Sales Department is in full compliance.
• Assist with resolving order and shipping issues to satisfy customers quickly while identifying corrective actions to avoid moving forward.
• Manage customer accounts for accurate channel setup and maintenance to ensure updated with latest customer contacts, group associations, and business communication accuracy.

Requirements

• High School Diploma or GED Required. Certification/Associate's Degree in Business Admin/Marketing/Sales preferred.
• Minimum 3 years Inside Sales/Customer Service experience with proven ability to listen, learn, and provide product knowledge & processing direction that support customers with solutions.
• Successful experience working in a fast paced, dynamic environment under pressure while maintaining a positive 'calm, cool, & connected' attitude.
• Basic Product Knowledge, power tools and accessories.
• Excellent organizational and time-management skills to maintain initiatives with ability to multi-task to complete daily tasks and make deadlines.
• History of successful problem solving with the ability to manage, train, coach, and resolve issues to support customers, end-users, and associates.
• Basic knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Teams)