Job Description
Job Description
The Neu Tool & Supply Customer Service teams are energetic, dynamic, and driven by a strong work ethic. We effectively create an upbeat, comfortable, and inclusive office atmosphere while keeping a strong focus on achieving and exceeding monthly, quarterly, and yearly goals.
Reporting to the Customer Service Manager, this position plays a significant role in enhancing the overall satisfaction and retention of Neu Tool and Professional Tool customers. The Customer Retention Specialist is trained to work at both the Neu Tool and Professional Tool counters. The position will support our customers in person and on the telephone. his position also plays a vital role in customer retention and reactivation initiatives.
Key Responsibilities:
- Answers and resolves customer emails and calls involving requests for quotes, shipping and logistics issues, basic technical support questions, and general product information.
- Promptly provides customer incident resolutions by determining the root cause of each issue, taking corrective action, and responding to the customer promptly. Incidents include errors in shipping, pricing, documentation, order entry, etc.
- Oversees the customer reactivation process; contacts customers who have not placed orders with Neu Tool during designated periods to determine corrective action to increase purchases.
- Works with Sales and Marketing to provide feedback regarding customer experience with a focus on continuous improvement.
Required Experience:
- Associate degree or related field experience.
- Three years of customer service background, preferably in a distribution or manufacturing environment.
- Ability to work in a fast-paced environment.
- Experience with Microsoft office applications (Excel, Word, and Outlook).
- Exposure to CRM or ERP software preferred.