Customer Service Representative - Diablo/Freud Tools (On-site Only)

THE BEST NEED THE BEST.

Known as "The Game Changers”, Diablo/Freud Tools (www.DiabloTools.com and www.FreudTools.com) elevates the market by providing Best in the World and Best for Our World cutting tool and power tool accessory solutions for professional users. With innovation at the forefront of everything we do, Diablo/Freud Tools continues to “raise the bar” by bringing the most advanced technology to the portable and stationary tool market that increases quality and performance and saves our users time and money. Diablo/Freud Tools is committed to providing first-class technology that makes dominates the jobsite but also makes it safer. Our innovation, however, is not the only thing that sets us apart from the competition – our people do, too.

At Diablo/Freud Tools, we pride ourselves on putting “People First.” We cannot be the Best without the Best. That’s why we onboard the Best talent and continue to invest in them through ongoing training and recurring professional development opportunities. We are proud to provide a culture that is innovative, supportive, fun, connected, and nurtures growth for our people. Our commitment to our employees has been recognized by the employee engagement platform, Energage, by naming Diablo Tools a Top Workplace in 2024. Additionally, Diablo/Freud Tools was named a Top Workplace in the cultural excellence category for professional development, employee well-being and employee appreciation. We strive to be the best for our end-users and the best for our team – so Join the Best, today!

Diablo/Freud Tools is looking for an extroverted, highly motivated, and driven individual with 3-5 years of Customer Service /Inside Sales experience with a competitive fire to fill our Inside Sales and Customer Service Role. Basic knowledge of construction products and power tools is necessary, however we provide a world class, hands-on training for all candidates regardless of previous experience. We offer a tremendous career track in sales and marketing focused on growth for our employees.

Are you hungry, ready for immediate impact, excited for a challenge? Change your future forever by joining the Best!

Maintain and develop a multi-state territory for growth and service activities in a fast-pace, multi-task, solution-focus inside environment. Review of day-to-day orders for efficient & accurate processing. Provide high-level customer service for existing customers, new prospects, outsides sales, end-users, and sales managers to achieve greater customer satisfaction and solutions. Continued development of skills to support sales & service initiatives, company growth objectives, compliance, and cultural values.

• Review responsible orders for efficient and accurate processing working directly with customers, reps, operations, and accounting to correct errors or issues ensuring same day order processing and 100% follow-through support to satisfy our customers.
• Provide high level customer service via phone, email, and portal to cover inbound and outbound calls assisting customers, prospects, reps, end-users, and all incoming inquiries with high-level service using all available resources to provide information or solutions that satisfy.
• Focus on all Inside Sales department initiatives such as upselling orders, pre-selling new programs, new product placements, aligning dealers with the Freud portal. 
• Process and/or assist with all customer claim requests for efficient processing (shortages, overages, RGA’s, buybacks, program credits, advertising Coop, etc.). 
• Support all departmental mitigating control tracking and reviews by providing supporting documents or approvals for processing to assure Inside Sales Department is in full compliance.
• Assist with resolving order and shipping issues to satisfy customers quickly while identifying corrective actions to avoid moving forward.
• Manage customer accounts for accurate channel setup and maintenance to ensure updated with latest customer contacts, group associations, and business communication accuracy.

• High School Diploma or GED Required.  Certification/Associate’s Degree in Business Admin/Marketing/Sales preferred.
• Minimum 3 years Inside Sales/Customer Service experience with proven ability to listen, learn, and provide product knowledge & processing direction that support customers with solutions.
• Successful experience working in a fast passed, dynamic environment under pressure while maintaining a positive “calm, cool, & connected” attitude.
• Basic Product Knowledge, power tools and accessories.
• Excellent organizational and time-management skills to maintain initiatives with ability to multi-task to complete daily tasks and make deadlines.
• History of successful problem solving with the ability to manage, train, coach, and resolve issues to support customers, end-users, and associates.
• Basic knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Teams)

Diablo/Freud Tools and the Robert Bosch Tool Corporation are proud supporters of STEM (Science, Technology, Engineering & Mathematics) Initiatives

·       FIRST Robotics (For Inspiration and Recognition of Science and Technology)

·       AWIM (A World In Motion)

Equal Opportunity Employer, including disability/veterans.

Indefinite U.S. Work authorized individuals only.  Future sponsorship for work authorization unavailable.