Customer Service Representative

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.

Skills & Qualifications

• Customer Service: Proven experience in customer service roles, demonstrating the ability to engage with customers via phone and email effectively.
• Technical Proficiency: Deep understanding of professional hand tools and the ability to provide detailed technical support.
• Computer Skills: Proficient in Office 365, especially Excel. Strong ability to manage data, create reports, and use spreadsheets effectively.
• Typing Skills: Ability to type at least 50 words per minute with accuracy, ensuring efficient documentation and communication.
• ERP and CRM Experience: Familiarity with ERP and CRM systems is preferred; experience with Microsoft Dynamics and HubSpot is a plus.
• Sales Integration: Ability to identify opportunities for upselling and cross-selling products to meet customer needs, enhancing customer satisfaction.
• Time Management: Exceptional ability to multi-task, prioritize, and manage time efficiently in a fast-paced work environment.
• Adaptability: Flexibility to adapt to change and handle various situations and personalities with ease.
• Language Skills: Bi-lingual (English/Spanish) is a plus but not a requirement.

Education & Experience

• Minimum of a High School Diploma or equivalent.
• 2 years customer service experience.
• Experience in technical support or a related field.
• Hands-on experience with tools such as screwdrivers, pliers, torque control devices, and socket sets is a plus.

Physical Demands

• This position is working mainly in an office environment and may require long periods of sitting and working on a computer.
• The ability to lift a minimum of 15 pounds is required.