What are the responsibilities and job description for the Customer Service Representative position at Evolution Power Tools LLC?
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discounts
- Free food & snacks
- Health insurance
- Paid time off
- Parental leave
- Profit sharing
- Vision insurance
The Customer Service Representative is responsible for placing the customer at the heart of the business by providing expert knowledge of Evolution’s products and services to support any customer questions. As an organization, we are particularly proud of our reputation for outstanding customer service; as the ‘face of the company,’ the jobholder has a key role in supporting by utilizing exceptional listening and communication skills across phone, email, and social media to provide effective solutions to our customers’ queries.
Main Duties and Tasks
- Manage large amounts of inbound and outbound calls promptly by following the company’s standard operating procedure.
- Manage all aspects of intake: answering the phone, emails, and social media, collecting customer information, inputting it into appropriate databases, and escalating priority issues when necessary.
- Process customer's orders via email and through the EDI system with due diligence.
- Create, follow, and update the operating instructions for their areas of expertise.
- Identify customers’ needs, clarify information, research issues, and provide solutions and/or alternatives in accordance with procedures in force (e.g., warranty, returns, etc.).
- Follow up customer calls where necessary.
- Educate the customer on the safe use and maintenance of Evolution products.
- Use product knowledge to help customers find what is right for them – making relevant suggestions about new and complementary products
- Keep records of all conversations in our database.
- Support the marketing team with Customer Service based social media inquiries.
- Meet personal/team qualitative and quantitative targets.
- Other duties as assigned.
Skills, Experience and Competencies
Essential:
- 2-3 years previous experience in a customer support role.
- Strong customer service and sales skills.
- Literacy in computer-based applications such as Microsoft Office.
- Must be able to organize and prioritize.
- Excellent interpersonal and communication skills required.
- Ability to multi-task, set priorities and manage time effectively
Preferable:
- Knowledge of power tools and an understanding of Evolutions offering including products and services
- Experience in SAP Business One (usage and reporting) Salesforce and with EDI System.
Benefits
- Profit Share Scheme
- Paid vacation public holidays
- Permanent opportunity at a stable and growing international organization.
- Competitive salary.
- Sick time
- Paid training
- Health, Dental, and Vision contribution.
- 401k matching.
About Us
It’s an exciting time to join Evolution! With over 30 years in the industrial power tool market, we’re a fast-growing business operating in over 27 countries, with offices in the UK, US, France, and China. Evolution has established a well-earned reputation and is recognized worldwide as a market leader in the steel and fabrication industry. Evolution has traditionally specialized in steel dry-cutting technology and has developed this technology into a range of multipurpose saws that cut Wood, Aluminum, and Steel. With a rich history and exciting future, we’re selling more power tools in more places to more people than ever before. Evolution aspires to build on our well-earned reputation and become one of the great iconic brands in the power tools market. You will play a critical role in making that vision a reality and will be based out of our Chicago office. As a company, we have a unique, patented product and exciting future strategic plans to continue our rapid growth trajectory. We are looking for innovative and ambitious colleagues to join us on this journey and have a tangible impact on taking Evolution Power Tools to the next level.
