Customer Service Representative 12:30pm - 9pm EST ($21.50/hr)

Matco Tools Customer Service Representative

The base compensation for this position is at an hourly $20 per hour (+$1.50 shift differential for shifts starting after 12pm EST) + annual gainshare bonus. The schedule is 12:30pm-9pm PM (training hours are 9am-5:30pm EST for the first 4 weeks. Attendance for training is mandatory). The position is Monday-Friday (no weekends!). This position can be on a remote schedule, however, it is expected to be hybrid if candidates are within driving distance to the facility. Remote working option expectation is to provide professional and responsive service and support, regardless of working remotely. Those working remotely understand that they will be held to the same work standards and expectations as if they were working in a physical company office.

Customer service is the critical link to strong communications between the sales field and Matco Tools corporate offices. You will provide the infrastructure which supports our franchised distributors, district managers, regional managers, and commercial customers by providing correct product information, pricing, and product availability. You will inform the field of daily customer service promotions along with providing them with error-free orders.

What You Will Do

• Assist our franchised distributor customers in automotive tool selection, toolbox selection, troubleshooting, price and availability, technical specifications, and ordering.
• Handle all inbound calls from our internal and external sources. This includes, but is not limited to, giving price and availability, part numbers, application assistance, troubleshooting, and basic credits.
• Provide technical support concerning information and specifications for products provided in our Matco Tools catalog and catalogs of our other suppliers.
• Provide features and benefits to our franchised distributors on our commissioned daily sale items.
• Perform suggestive selling of Matco product line through programs such as deep discounts, close-out items, and volume buy in conjunction to meeting individual and departmental sales goal initiatives.
• Input orders utilizing internal ordering software systems.
• Work cross-functionally with subject matter experts to resolve open questions.
• Other responsibilities as assigned.

Who You Are (Qualifications)

• High school diploma or GED equivalent.
• Must be able to work 12:30 PM -9 PM Monday-Friday.
• ASE certification, automotive experience, tool experience, or related trade school degree a plus.
• On the job experience in working with general automotive mechanics a plus.
• 1+ years of call center experience or equivalent experience in dealing with customers.
• Suggestive sales experience preferred.

Required Competencies

• Basic use of PC and keyboard.
• Effective verbal and written communication skills.
• Ability to interpret customer issues coupled with the ability to troubleshoot and translate issues into resolution while maintaining a positive attitude.
• Ability to empathize with customer concerns while maintaining a professional demeanor.
• Ability to learn quickly on the job.
• Ability to multi-task in a fast-paced office environment.
• Ability to answer calls as a primary function of the position.
• Ability to perform suggestive sales.

Benefits

• Annual bonuses/incentives (depending on position)
• Immediate company benefits (medical, dental, vision, life, etc.)
• 401k with company match
• 401k defined contribution after 1 year of service
• High level of employee engagement
• Walking path and gym equipment onsite
• Food trucks on site during the summer
• Dress for your day - every day casual/jeans
• Employee discounts
• 15 days vacation + 4 floating holidays + 8 paid holidays
• Paid maternity & paternity leave
• Tuition reimbursement
• Student loan payment assistance
• Hybrid work environment (2 days remote)
• Annual Day of Caring for employees to volunteer
• Discounts on tools
• Annual team building events

About Vontier

Vontier (NYSE: VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Company's website at www.vontier.com.

At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment. Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future. Join our community of passionate people who work together to navigate challenges and seize opportunities. At Vontier, you are not on this journey alone-we are dedicated to equipping you with the tools and support needed to fuel your innovation, lead with impact, and thrive both personally and professionally. Together, let's enable the way the world moves!

Vontier companies are equal employment employers and evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, sexual orientation, gender identity or expression, and other characteristics protected by law.