Customer Experience Rep
Snapon

Job Info

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Overview

See What We're All About

Since 1965, Mountz Inc. has proven its in-depth knowledge of torque solutions by consistently developing, producing, and servicing cutting-edge manufacturing tools. We are known to the manufacturing industry as the nation's premier torque tool specialists. As a company built in the heart of Silicon Valley, we combine a 60-year history of bold thinking and a 100% focus on torque solutions that deliver confidence at every turn.

We care about our customers. Our whole-hearted commitment to service and unmatched expertise in torque benefit our customers and the world. We are fulfilling a monumental purpose-forging a safer world through accuracy and precision. Our tools currently reside on the assembly lines of the world's largest manufacturing companies, and we are working towards more!

Our recent acquisition by Snap-on, Inc, a leading global innovator, manufacturer, and marketer of tools, equipment, diagnostics, repair information and systems solutions provides us with even greater opportunities to realize our vision.

If you're ready to roll up your sleeves, go above and beyond, and put your ambition to work, all while impacting the manufacturing industry, let's chat - Apply Today!

Responsibilities

The Job at a Glance

At Mountz Torque, a Customer Experience Representative is a values-based leader who delivers exceptional customer experiences to grow top-line sales.

Primary Responsibility:

The Customer Experience Representative helps grow top-line sales by driving the customer experience. In addition, the Customer Experience representative supports operational excellence by supporting process conformity and improvement.

You should have hands-on experience interacting with customers via phone, email, and web chat to determine their needs and connect them with the resources they need to purchase. You will assist in managing inbound marketing leads from inquiry to connection with our sales team. As customer requests arise, you will also be involved in the order management and returns process.

This role is ideal for someone who lives for continuous improvement and is comfortable interacting with anyone, from customers to executives.

A Typical Day:

• Marketing Lead Flow Process Management: Evaluate and manage new and existing customer engagement information within our CRM system (Netsuite) using our standard work process to assign follow-up to relevant team members. Disqualify contacts as needed. Set customer expectations around the follow-up timeline.
• Customer Service Phone, Email, and Chat Management: Respond to customer inquiries via phone, email, and web chat. Enter and manage customer information within our CRM system (Netsuite) using our standard work process to assign follow-up to relevant team members. Disqualify contacts as needed. Set customer expectations around the follow-up timeline.

• Order CRM Accountability: Update our customer relationship management (CRM) system to ensure accurate and up-to-date sales data.

Qualifications

Qualifications:

To Land This Opportunity:

Education: Bachelor's degree in business administration, sales, marketing, or a related field.

Experience:

• 3+ years in a sales or customer service role required (retail experience considered).

Skills:

• • Analytical Skills: Strong analytical and problem-solving abilities to gather, interpret, and analyze data and metrics.
  • Attention to Detail: Excellent attention to detail ensures accuracy and quality in data analysis and reporting.
  • Technical Skills: Proficiency in using CRM systems (Netsuite Ideal), and Microsoft Office Suite (Word, Powerpoint or Equivalent). Experience using a project management tool would be a plus.
  • Communication Skills: Effective communication skills to deliver feedback to team members as needed.
  • Collaboration: Ability to collaborate with cross-functional teams, build relationships, and influence stakeholders to drive sales operations initiatives.
  • Adaptability: Strong adaptability to work in a fast-paced, dynamic environment with shifting priorities and handling multiple tasks simultaneously.

Pay:

Min. $24.00/hour plus bonus

Office Location:

onsite; 1080 N. 11th Street, San Jose, CA 95112

Perks:

• Competitive compensation package including paid time off and paid holidays.
• Excellent benefits program, including medical, dental, and life insurance (company pays 100% of employee premium)
• Thorough and comprehensive training
• Opportunity to pursue outside sales career
• Experienced managers committed to your ongoing development and success
• Eligibility to participate in our 401(k) plan
  
  

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