Service Center Customer Support

Company Description

The Robert Bosch Tool Corporation is the largest privately held global manufacturer of power tools and accessories. With recognized brands like Bosch, Dremel, CST Berger, and Vermont American, we are positioned to continue to be a leader in the power tool market.

While brand names are important, they don’t answer the question of why we work here. One big reason is that being privately held, we aren’t influenced by external forces like the stock market- we have our own internal goals and targets but they’re our goals- that’s why we’ve been around over 130 years and why you can build a career here in a stable, growing workplace.

People can make or break your work experience, and while our people are highly skilled in their areas of expertise, they are also very collaborative, open and willing to help you learn and grow experiencing different aspects of the business over the course of your career.

We also value innovation - we’re a place where ideas and new approaches are heard and valued and we’re one of the top 25 patent producing organizations on a global basis,- so those ideas are important to the longevity of the business.

But, let’s suppose you believe businesses shouldn’t just be in the business of making money- they should give back and be a part of the community- did you know that every business unit of Bosch donates time and resources to educational efforts, disaster relief efforts and other charitable endeavors all the time- it’s part of our DNA!

Every business has its challenges and we’re no exception but if you want to help us evolve as a business, bring your skills and passion to Bosch- follow the link to apply!

GO BIG. GO BOLD. GO BOSCH.

Job Description

This position supports the Bosch Service Center via customer contact, data entry, and inventory management, in order to provide quality customer satisfaction.

Customer Service and Sales:

• Communicate constantly and professionally with customers via phone and/or face to face at counter to assess needs and resolve issues.
• Provide pricing, part numbers, availability, invoicing and tracking information, and other information to the Customer as required.
• Take orders and sell parts and accessories via phone, email, and over the counter, including cash and/or credit card transactions.
• Contact customer for credit card payment of all chargeable repairs.
• Contact customers when repairs are completed for pickup, tracking multiple tools per customer per claim check.
• Assist with any special projects or reports.

Administration:

• Complete accurate claim checks when tools are dropped by customer.
• Enter accurate tool data into computer system, which drives shipping, repair and credit order documentation, maintain customer contact database.
• Research information using multiple portals and systems.
• Document customer issues and resolutions as required.
• Print delivery notes after tool is repaired in preparation for customer pickup.
• Reconcile daily reports with payments taken and repairs posted. Process credits if necessary.
• Release orders/credits to warehouse for picking or put-away.
• Process no charge replacement orders if qualified on batteries, chargers, flashlights, defective parts, etc.
• Process Return Not Repaired (R&R) physically and in computer system, send to shipping.
• Print weekly audit reports.
• Trouble-shoot and resolve administrative errors.
• Communicate estimates to customers and process responses.
• Open and close facility as necessary
• Assist with physical inventory process via data entry.

Communication:

• Interdepartmental contact w/ Credit, Customer Service and other Service Centers regarding invoicing, order status and other misc. issues.
• Provide feedback to Service Center Supervisor, and National Customer Care Manager on all issues via appropriate channels. 

Continuously Develop Product and Technical Knowledge: Participate in company sponsored training programs that promote product and technical knowledge. 

Miscellaneous duties as assigned (i.e. shipping, receiving, picking, new hire training)

Qualifications

• High school diploma or GED required
• Product knowledge and/or experience in customer repairs preferred
• Customer Service (preferably in retail environment) preferred
• Related Industry Experience Preferred 
• Basic PC and Business systems skills (SAP experience preferred) 
• Communication, interpersonal and organizational skills 
• Must be able to successfully pass a pre-employment background check and drug screen

Additional Information

BOSCH is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) Initiatives

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