Customer Service Representative – Parts
| Company | Stanley Black & Decker |
|---|---|
| Location | Mississauga, ON, Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level |
Requirements
- University Degree or College diploma in Business preferred
- 3-4 years working as a Customer Service Representative ideally in a call center or call que environment
- Knowledge of small combustible engines or power equipment a strong asset
- Experience using an order management system such as Mapics/InforXA is considered a strong asset
- Strong experience with Excel, Word, SalesForce is also required
- Bilingual English & French
Responsibilities
- Answer all or a subset of customer inquiries either by phone, fax, electronic media or email regarding trouble with assembly, use or operation of our products, parts orders and pricing, product and service availability, product features, order shipping status or delivery issues
- Enter and maintain parts orders in our business system
- Document calls as required into our call center case system to ensure the reason for the call and subsequent follow-up is available for other agents to reference and to support the collection of team metrics
- Perform part look-ups and provide the correct part numbers using technical diagrams, cross references and engineering specifications
- Diagnose consumer issues and provide the part number or simple corrective action to repair consumer products, sending consumers to our authorized service dealers when appropriate for warranty or other repairs
- Document requests for returns and credits, warranty claims etc. by phone, fax, electronic media or email for the order support team to process
- Take credit card payment for consumer and retailer phone orders using PCI compliant standard work when necessary
Preferred Qualifications
-
No preferred qualifications provided.