Customer Solutions Representative

Location: Burnsville, MN, United States

Job 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 Customer Solutions Representative is to deliver exceptional customer service while promoting and selling products to new and existing customers. Balance sales goals with customer satisfaction by addressing inquiries, resolving issues, and suggesting relevant products. Your positive, professional, roll-up-your-sleeves-to-help attitude contributes to our winning culture and makes sure we leave a lasting impression.

This role is remote based in the Twin Cities and must be available to come onsite to Burnsville, MN for trainings.

Key Responsibilities:

• Handle customer inquiries over the phone, assisting with product selection, order details, and issue resolution to ensure high customer satisfaction.
• Drive sales by promoting products and services through suggestive selling techniques and ensuring customer needs are met while achieving sales goals.
• Achieves key performance indicators (KPIs) including revenue, margin, adherence, customer satisfaction (CSAT), and managing customer compensation to ensure consistent performance and operational efficiency across both sales and service functions.
• Consults on and processes orders, verifying customer and order details (payment, shipping), and ensuring accurate order fulfillment and timely delivery. Maintains accurate customer records, updating information from interactions and ensuring timely follow-up to close inquiries and resolve issues.
• Assists with order status, returns, exchanges, and modifications, ensuring customers are updated and their issues are resolved promptly. Resolves customer issues by researching solutions, balancing customer needs with company policies, and communicating effectively to achieve satisfactory outcomes.
• Participates in sales meetings and training to stay aligned with company goals, remains informed about new products, and utilizes internal resources to stay knowledgeable.
• Collaborates with internal teams (e.g., Technical Support, Credit Marketing, Drop Ship, Transportation) to address complex customer issues and ensure effective resolutions.

What you will bring to the table:

• High school education or equivalent
• At least one year of college or technical training preferred
• At least one year of customer service, sales, or related experience
• Bilingual in Spanish a plus
• Clear, concise, and pleasant voice with good enunciation
• Strong attention to detail with the ability to muti-task and follow a structured process
• Demonstrates a professional and positive attitude
• Ability to communicate effectively, both verbally and in writing, with a wide audience
• Ability to meet established productivity, schedule adherence, and quality standards
• Familiarity with technology and Windows applications, including the ability to learn new and complex computer system applications
• Ability to maintain composure in high pressure situations
• Mechanical aptitude related to light industrial products a plus
• Ability to work and adhere to a varied schedule including weekends and holidays
• 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 $19.00 to $22.00 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 working shifts between 9AM-7PM and every 4th Saturday, complemented by a hybrid work schedule that allows you to work both remotely and in the office during initial training and company-sponsored events.
• 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 SPIFFS and contests.