Client Support Specialist

1 week ago


Virginia Beach, Virginia, United States stihl usa Full time

About Us

STIHL is a family-owned enterprise renowned for its commitment to excellence and innovation in the outdoor power equipment industry. Since the introduction of the first electric chainsaw in 1926, we have established a reputation for high-quality products and exceptional service.

Position Overview:

We are currently seeking a dedicated Customer Service Representative to enhance our customer support team. This role offers competitive pay, comprehensive benefits, and significant opportunities for professional growth.

Benefits Offered:

  • Various bonus opportunities along with potential annual merit increases
  • Comprehensive Medical, Dental & Vision Insurance
  • Onsite Health & Wellness Center for employees and their families
  • Company Paid Short & Long-Term Disability Insurance
  • Life Insurance provided by the company
  • Pension Plan with full vesting after 5 years
  • 401k Plan with employer matching contributions
  • Generous vacation and sick leave, including 11 paid holidays

Your Role:

In this position, you will manage incoming calls from STIHL dealers, utilizing company resources, policies, and procedures to deliver accurate and comprehensive support in the Sales Support area. The working hours for this role are from 10:30 AM to 7:00 PM, Monday through Friday.

Key Responsibilities:

  • Process dealer orders received via phone, fax, email, or online, adhering to STIHL Inc. standards.
  • Ensure all orders are processed accurately and completely.
  • Assist dealers in resolving order discrepancies and document corrective actions in the CRM system.
  • Efficiently address customer complaints and issues to maintain high levels of customer satisfaction.
  • Utilize customer service and sales skills to enhance each customer interaction.
  • Support dealers with inquiries related to ordering, servicing, or billing, requiring proficient use of STIHL B2B online and peer-to-peer applications.
  • Assist dealers with password resets and account setups linked to the Single Sign-On (SSO) program.
  • Participate in training sessions and team meetings to keep up-to-date with company policies and product knowledge.
  • Provide assistance to end-users with Fulfillment Programs, such as Dealer Locator and Manual Requests, and take on additional related responsibilities as needed.

Qualifications:

  • High School diploma or equivalent is required.
  • A minimum of 2 years of experience in customer service or a related field is preferred.
  • Ability to work under general supervision.
  • Capable of handling basic issues and problems, escalating more complex matters to senior staff.
  • Basic proficiency in Microsoft Office applications.
  • Familiarity with Outdoor Power Equipment (OPE), particularly STIHL products, is preferred.


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