Bilingual Customer Service / Client Relations Associate

  • Klein Tools, Inc.
  • 450 Bond Street, Lincolnshire, IL 60069, USA
  • 01/31/2020
Full time Customer Service

Job Description

Experience an incredible Customer Service career with a family-owned manufacturer that has been in business for over 160 years and offers an exceptional compensation and benefits package. Get your foot in the door of a very stable industry leader where your experience can have a major impact.

Klein Tools is seeking a Bilingual Client Relations Associate to join their Lincolnshire, IL team.

Why join the Klein Tools team:

  • Competitive compensation
  • Excellent benefits package that includes: Medical, dental, and vision coverage, Life and AD&D insurance, Short-term and long-term disability, 401(k) plans with company match, and profit sharing
  • Culture – Join a Company that values Integrity, Safety & Teamwork
  • Stability – Klein Tools has been around for over 161 years and is the only major tool manufacturer worldwide focused on electrical and utility applications
  • Paid holidays and vacation time
  • Education Reimbursement Program
  • Employee Discount Program

Requirements:

  • High School Diploma or equivalent
  • Bilingual: English and Spanish
  • Ability to communicate effectively by phone and email
  • Ability to work in a highly computerized work environment
  • Previous office or customer service experience preferred

Please click Apply or email your information to: kleintools5@workrocket.com

Responsibilities

  • General knowledge and ability to handle customers and their systems as related to Klein business growth. Demonstrate ability to analyze and solve problems of routine scope and complexity. Ability to organize and prioritize work volume to meet deadlines and achieve results. General supervision required handling daily business requirements. For Canada and International set up new accounts, update and maintain customer information in system. Able to process accurate information necessary to handle most aspects of the position.
  • General supervision required handling and prioritizing all daily business requirements. Under general direction operates ongoing with a sense of urgency and zero tolerance for carryover with respect to order entry. Ensure orders are processed, maintained appropriately with approvals and released timely.  Keep well informed on new updates and follow pop-up text, emails and written / verbal direction.  Pay attention to detail so as to recognize process changes and take required action as instructed.  "Specials" order processing requiring additional entry with features and options.  For International submit international pick plan via varsity daily as instructed / needed.
  • Calls from Cisco phone system are answered within the required time frame. For International direct phone calls and emails are responded to timely. Questions are acknowledged and answered as requested with minimal call transfer. Follow-up call is performed as needed.
  • Investigate, research and enter in system based on claim requirements and Customer Service procedures as required. Review CMS errors to ensure Standard of Performance requirements are met and errors are limited or eliminated from repeating
  • Review, retain and stay well-informed on current marketing, regional, divisional and customer-specific promos to ensure all appropriate promo codes and promotion attributes are applied as instructed and able to communicate information as needed.
  • Investigate, research and process all charge backs accurately within 30 days of receipt by Customer Service. Communicate any open deduction aged 30 days to supervisor and Director, Customer and Support Services.
  • Issue RGA (Return Goods Authorization) and WRA (Warranty Return Authorization) return authorizations accurately within 48 hours of receipt, obtaining all necessary approvals as needed. Where RGA approvals are required from sales and not received timely, follow up until total resolution achieved on outstanding return issues.
  • Analyze and solve problems of routine scope and complexity. Has general knowledge of products, policies, procedures, systems (Klein Tools and customers), organizational structure, and industry.
  • Build enduring positive relationships with peers, supervisors, managers, all internal and external customers. Effectively manage, process and present verbal and written information. Listen effectively. Respond to information requests timely and accurately providing others with information in advance of potential issues. Maintain a 'can do attitude' and relate positively with others while problem-solving toward issue resolution. Remain poised under pressure. Be tactful.
  • Contribute as an individual and as part of a team to achieve company and department goals and objectives. Cross train, back up, maintain accurate account profiles, and provide assistance to team members as needed. Cooperate and respond to assist team, enabling team to meet and/or exceed department and company goals and objectives.
  • Understand the process of requests for promotion payment (coop) well to assist sales and Customer Service meet customer's expectation. Investigate accuracy of information submitted on coop claim forms and obtain all necessary approvals for processing payment or credit request.
  • Demonstrate thorough technical proficiency of systems in relation to the position. May be considered a tester for system enhancements.
  • Plan business coverage ongoing and ensures that business associates are aware of all issues, processes and procedures necessary to handle business requirements for a period prior to a scheduled absence.
  • Perform all other duties as assigned.

All qualified applicants will receive consideration for employment without regard to the individual's race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.