Customer Service Representative

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

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.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Work Location: In person