Customer Care Rep

The Customer Care Specialist, reporting directly to the CS Supervisor, is a critical link to strong communications and sales support between our customer and Matco Tools. The CCS provides the infrastructure that supports our Franchised Distributors, District Managers, Regional Managers, Commercial Customers, Web and End Users. The CCS will provide correct product information, warranty, pricing, product availability, and conduct inbound / outbound calling reaching out to our End User customers who are in open territories and to our Tech Ed Schools National Accounts. He / she will be responsible and driven to conduct sales activities and meet the objectives of our organization's strategic plans.

KEY RESPONSIBILITIES:

• Answer calls and assist with questions from Web customers, students, instructors, District and Regional Managers, National Accounts, Government and Franchise Distributors.

• Assist customers in automotive tool selection, toolbox selection, troubleshooting, pricing, availability, technical specifications.

• Provide technical support concerning information and specifications for products provided in our Matco Tools catalog and catalogs of our other suppliers

• Performs inbound / outbound suggestive selling of Matco product line through programs such as Deep Discounts, Close-Out items and Volume Buy in conjunction to meeting individual and department sales goal initiatives

• Input orders / purchase orders / quotations utilizing internal ordering software systems

• Work cross-functionally with subject matter experts to resolve open questions.

• Assist customers with warranty, returns, repairs, identification of parts and new defective products

• Identify Distributors in specific areas - if none assigned, CCS will assist completely