Customer Service Representative Job Details | STIHL

1 month ago

Virginia Beach, United States Stihl Inc Full time



About Us

As a family-owned company, it’s the people who continue to make STIHL a successful, world-class brand.  Since revolutionizing the forestry industry in Germany with the first electric chainsaw in 1926, the STIHL name has remained synonymous with outstanding innovations, high-quality products and comprehensive service.

About the Role:

STIHL is seeking a highly motivated Customer Service Representative to join our team With competitive compensation, excellent benefits and exciting growth potential, it is a great time to join the STIHL team.

Company Benefits Include:

  • Multiple bonus opportunities with potential annual merit increases
  • Medical, Dental & Vision Insurance
  • Onsite Health & Wellness Center for employees and family members
  • Company Paid Short & Long-Term Disability
  • Company provided Life Insurance
  • Fully vested after 5 years Pension Plan
  • 401k Plan with employer match
  • Vacation, and sick time with 11 paid holidays



About You

You will handle incoming STIHL dealer calls utilizing STIHL Inc. resources, policies and procedures in order to provide complete and accurate responses in the Sales Support functional area. This position will work the 10:30am-7:00pm (Monday-Friday) shift.



Job Duties & Responsibilities

  • Identifies and processes dealer orders received by phone, fax, email or internet using STIHL Inc. call center technologies and in accordance with company standards.
  • Responsible for ensuring orders are processed completely and accurately.
  • Assists dealers with corrective actions such as, fixing order discrepancies and documents such corrective actions in CRM.
  • Resolves customer complaints and problems efficiently and effectively in order to ensure customer satisfaction.
  • Uses customer service and sales skills to optimize each customer contact.
  • Assists dealers with inquiries concerning ordering, servicing, or billing, which requires proficient use of STIHL B2B online and peer-to-peer (BOMGAR) applications.
  • Assists dealers with password resets and account setups associated with the Single Sign-On (SSO) program.
  • Participates in individual and team trainings / meetings to ensure policy and STIHL product knowledge is up to date.
  • Assists end-users with Fulfillment Programs, such as Dealer Locator and Manual Requests. Assumes additional related responsibilities as needed.



Specifications

  • High School diploma or equivalent.
  • 2 years of related customer contact /service industry experience preferred.
  • Performs work under general supervision.
  • Handles basic issues and problems, and refers more complex issues to higher-level staff.
  • Basic knowledge of Microsoft office software.
  • Working knowledge of OPE, specifically STIHL, is preferred.

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