Northern Tool and Equipment
� Executed daily operations of Technical Support division including researching product information, technical file updates, and providing information to customers, Customer Service and Sales representatives.
� Created parts request format used by company to obtain parts directly from manufacturers for customer needs, resulting in shorter turn- around time to receive parts and increased efficiency by streamlining ordering process.
� Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken, issued shipping & tracking information using computers.
� Determined status of warranties for customers by determining if their applications matched manufacturers recommended applications, updating warranty information received from customers, contacting them to respond to inquiries and notify them of investigation results and any planned adjustments.
� Recommended improvements in products, packaging, shipping, service, billing methods and procedures in order to prevent future problems.
� Resolved customers' product, shipping and billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
� Reviewed Service Protection plans in order to determine whether a particular loss was covered by insurance.
� Solicited sale of new and current customers by recommending/ upselling additional services and products.
� Referred unresolved customer grievances to designated departments for further investigation.