Product Support Customer Service Specialist

Description

At Northern Tool + Equipment we get up every day to serve the tradespeople who keep our country running strong and the weekend warriors who want to work like them. It’s our mission to make sure they have the right tools for the job, and an easy, hassle-free experience at our store so they can get in, get out and get on with the job at hand. Your top priority as a Technical Customer Service Specialist is to perform technical customer service and related activities in a professional, courteous, and reliable manner in order to provide every customer with an outstanding experience by utilizing multiple communication platforms. Your positive, professional, roll-up-your-sleeves-to-help attitude contributes to our winning culture and makes sure we leave a lasting impression.

Key Responsibilities:

• Responds via multi-media platforms to technical and part-related questions from customers, Company employees and other departments with the goal of limiting returns and warranty expenses.
• Troubleshoots and diagnoses light industrial products including, but not limited to, generators, hot and cold pressure washers, generators, water pumps, log splitters and air compressors.
• Communicates all customer and / or service center information pertaining to new warranty claims to the Technical Service Representative Level II group.
• Performs the work of a Customer Solutions Representative as required such as order status, package tracing, and order changes when needed.
• Suggests creative solutions and process improvements or efficiencies to improve customer satisfaction and team collaboration.
• Attends all assigned product training courses, studies Company catalogs, regularly reads Company product memos, sales marketing notes, vendor bulletins, announcements, other appropriate material, and attends seminars as scheduled.
• Participate in all events deemed necessary by the company such as sales meetings and trade shows.
  
  

What you will bring to the table:

• High school education or equivalent.
• At least one year of college or related technical training is preferred.
• At least 1-3 years of customer service, sales or related experience – preferably in a contact center environment.
• Mechanical aptitude as related to light industrial products.
• Strong analytical and trouble shooting skills related to light industrial products.
• Ability to meet established productivity, schedule adherence, and quality standards.
• Strong attention to detail, administrative, organizational and follow up skills, including computer experience.
• Excellent phone and customer service skills.
• Ability to maintain composure in high pressure situations.
• Ability to communicate effectively, both orally and in writing, with a wide variety of customers, Company personnel and others.
• Demonstrates Northern Tool + Equipment’s 12 Core Competencies.
  
  

About Us

Northern Tool + Equipment is a family business with roots stretching back three generations to Minnesota’s Iron Range, where our blue-collar work ethic and commitment to serving the people who do the tough jobs was born. Our mission is to be the best in the world at serving the professional tradespeople and those who want to work like them. With over 130 retail stores across 24 states, top national brands and global manufacturing operations designed to create our own specialized tools and equipment, we are busting our knuckles to deliver the products, prices and advice our customers need to succeed. We’re looking for people who share our blue-collar work ethic. If you’re the kind of person who likes to put your nose to the grindstone to help your customers and company succeed, we’d love to talk to you about becoming a member of our team.

Northern Tool + Equipment is proud to be recognized by Forbes as a Top Midsize Employer in 2023. We are committed to creating a workplace where your contributions are valued, and your professional growth is encouraged. When you join our team, you’ll enjoy a comprehensive and competitive compensation package that includes:

• Competitive Pay: Earn $17.00 to $22.50 hourly, with your exact compensation personalized based on your skills, experience, and location. We believe in rewarding top talent with pay that reflects your value.
• Flexible Work Schedule: Achieve the work-life balance you deserve with our full-time, 8-hour shifts, Monday – Friday, complemented by a remote work schedule located in the following states: AR, FL, GA, IL, IA, KS, LA, MI, MN, MS, MO, NE, NC, OK, SC, SD, TN, TX, VA, and WI.
• Comprehensive Benefits Package: Your health and well-being are our priority. We offer a variety of health plans, so you can choose what best fits your needs. Employees working 30+ hours per week enjoy a robust benefits package, including medical, dental, vision, and a 401(k) plan with an enhanced company match to support your financial future.
• Generous Employee Discount: Love our products? So do we! Enjoy a significant discount on the quality tools and equipment we offer, helping you save on the items you love to use.
• Get Paid on Your Terms: With our Daily Pay option, you don’t have to wait for payday—access your earnings whenever you need them for added financial flexibility.
• Paid Holidays: Take time to relax and recharge with 7 paid federal holidays, because we know how important it is to have time for yourself and your loved ones.
• Incentives: Be rewarded for eligible incentive programs.
  
  

When you join Northern Tool + Equipment, you're not just starting a job—you're joining a community that supports your success. Come be a part of a team where your skills, dedication, and passion are recognized and celebrated. Your future starts here!