What are the responsibilities and job description for the Lead Customer Service Rep. position at Vontier?
Customer Service is the critical link to strong communications between the sales field and Matco Tools Corporate Offices. The CSRL provides the infrastructure which supports our Customer Service Representatives, Franchised Distributors, District Managers, Regional Managers and Commercial Customers by providing daily operational call center support, correct product information, pricing, and product availability. The CSRL provides clear direction for complex issues that CSRs escalate. This position is also responsible for performing as an alternate when a supervisor is not available, while mentoring other CSRs around departmental best practices.
KEY RESPONSIBILITIES :
- Provides SME day-to-day call center support in all operational needs to internal CSR’s. Monitoring of call center processes in meeting set metric performance goals in ASA, FCR, AHT, Call Quality, and Escalation Rates.
- Problem-solves complex issues through the case escalation process, working to solve cases quickly for customers but also drill to root cause when necessary.
- Provides on the spot education / training with CSRs on departmental best practices. Is a Leader in setting the example of exemplary customer service.
- Work cross-functionally with other internal Matco Tools departments to resolve open questions.
- 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 and advanced 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.
- Acts in leadership role when Management is unavailable.
- Liaison to Supervisor in CSR development and action planning for improvements.
- Conducts call monitoring when needed to get information for operational questions.
POSITION QUALIFICATIONS :
The individual qualified for this role must be able to demonstrate the following competencies :
The base compensation range for this position is $23 to $26 per hour. Your actual base salary will be determined based upon a number of factors which may include relevant experience, skills, location (labor market data), credentials (education, certifications), and internal equity.
WHO IS MATCO
Matco Tools, a wholly owned subsidiary of Vontier Corporation, is a distributor of quality professional automotive equipment, tools, and toolboxes. Matco began operation in 1946 and, since 1979, has sold products directly to professional mechanics, enthusiasts, and those who value quality tools through a network of independent franchised mobile distributors who operate in all 50 states, Puerto Rico, and Canada. Products are also sold to central purchasing operations and other institutional customers through industrial sales representatives and via the internet. Matco is a franchising company, a distribution company, a financing company, a manufacturer of industry leading toolboxes, and a leading supplier of automotive technology solutions employing approximately 600 associates in the United States, Puerto Rico and Canada. For more information on Matco Tools, visit www.matcotools.com .
BENEFITS
Annual bonuses / incentives (depending on position)
Immediate company benefits (medical, dental, vision, life, etc.)
401k with company match
401k defined contribution after 1 year of service
High level of employee engagement
Walking path and gym equipment onsite
Food trucks on site during the summer
Dress for your day - every day casual / jeans
Employee discounts
15 days vacation 4 floating holidays 8 paid holidays
Paid maternity & paternity leave
Tuition reimbursement
Student loan payment assistance
Hybrid work environment (2 days remote)
Annual Day of Caring for employees to volunteer
Discounts on tools
Annual team building events
WHO IS VONTIER
Vontier (NYSE : VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Company’s website at www.vontier.com .
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Vontier Corporation and all Vontier Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law."
Salary : $23 - $26
