What are the responsibilities and job description for the Customer Service Representative position at Wiha Tools USA?
The Customer Service Representative at Wiha Tools acts as the primary advocate for our customers. This role is dedicated to ensuring customer satisfaction by addressing inquiries, resolving issues, and providing technical support. Additionally, the role integrates sales initiatives into customer interactions, enhancing the overall customer experience and fostering loyalty. A willingness to learn and support our product line is essential, enabling you to answer technical questions effectively. The position requires a proactive approach to customer engagement, robust product knowledge, and the ability to collaborate with cross-functional departments professionally.
General Responsibilities
- Customer Advocacy: Engage with customers through phone and email to provide comprehensive support, including price, availability, and order status. Proactively assist customers by identifying products that meet their needs and address any concerns.
- Technical Support: Resolve technical issues related to our hand tools, including usage, maintenance, and troubleshooting. Provide guidance on product features and functionalities.
- Order Management: Process and enter both domestic and international orders. Communicate discrepancies and work collaboratively with customers to resolve them efficiently.
- Sales Integration: Incorporate product training and new promotions into customer interactions. Focus on generating revenue by addressing customer pain points and preventing revenue loss through effective issue resolution.
- Retail Support: Assist in operating the company store, engaging with walk-in customers and facilitating sales.
- Relationship Building: Foster sustainable relationships with the field sales team and manufacturer's rep network to ensure cohesive support and communication.
- Documentation: Maintain thorough records of customer interactions, including inquiries, resolutions, and follow-ups, ensuring detailed and organized documentation.
- Team Collaboration: Develop in-depth knowledge of products and all areas of customer service. Provide support to representatives and team members as needed.
- Leadership: Be prepared to assume the duties of the Customer Service Manager for short periods of time to ensure continuity of service.
- Assist with additional tasks as needed to support the overall objectives of the team.