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Sales Support Representative

2 months ago

Virginia Beach, Virginia, United States Stihl Inc Full time



About Us

As a family-owned enterprise, the strength of STIHL lies in its people, who contribute to making it a leading global brand. Since the introduction of the first electric chainsaw in 1926, STIHL has been recognized for its innovative solutions, premium products, and exceptional service.

About the Role:

STIHL is in search of a dedicated Customer Service Representative to enhance our team. With attractive compensation packages, comprehensive benefits, and significant growth opportunities, this is an excellent time to become part of the STIHL family.

Company Benefits Include:

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



About You

In this role, you will manage incoming calls from STIHL dealers, utilizing STIHL Inc. resources, policies, and procedures to deliver complete and accurate responses within the Sales Support area. This position operates on a Monday to Friday schedule from 10:30 AM to 7:00 PM.



Job Duties & Responsibilities

  • Processes dealer orders received via phone, fax, email, or internet, adhering to STIHL Inc. call center technologies and company standards.
  • Ensures that all orders are processed accurately and completely.
  • Assists dealers in resolving order discrepancies and documents corrective actions in the CRM system.
  • Efficiently addresses customer complaints and issues to guarantee customer satisfaction.
  • Utilizes customer service and sales expertise to enhance each customer interaction.
  • Provides assistance to dealers regarding inquiries related to ordering, servicing, or billing, requiring proficient use of STIHL B2B online and peer-to-peer applications.
  • Supports dealers with password resets and account setups associated with the Single Sign-On program.
  • Participates in individual and team training sessions to maintain up-to-date knowledge of policies and STIHL products.
  • Assists end-users with Fulfillment Programs, such as Dealer Locator and Manual Requests, and takes on additional related responsibilities as necessary.



Specifications

  • High School diploma or equivalent required.
  • Preferred 2 years of experience in customer contact or service industry.
  • Ability to perform work under general supervision.
  • Capable of handling basic issues and problems, referring more complex matters to higher-level staff.
  • Basic knowledge of Microsoft Office software is necessary.
  • Working knowledge of Outdoor Power Equipment, particularly STIHL, is preferred.