Online Customer Experience Specialist

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 an Online Customer Experience Specialist is to perform customer service and sales related activities by responding to inquiries via live chat, SMS, e-mail, social media, and other affiliated websites. To assist sales and service customers via phone as needed. Your positive, professional, roll-up-your-sleeves-to-help attitude contributes to our winning culture and makes sure we leave a lasting impression.

This is a remote role based in the following states; AL, AR, FL, GA, IL, IN, IA, KS, LA, MN, MS, MO, NE, NC, ND, OK, SC, SD, TN, TX, VA, and WI.

Key Responsibilities:

1. Delivers an Outstanding Northern Experience (ONE) across multi-channel platforms by promptly responding and answering inquiries regarding products, services, billing, and processes orders, as needed.
2. Handles a high volume of customer email, chat and SMS interactions regarding sales, status updates, product information, order updates and processing returns while maintaining positive customer relationships. Provides knowledgeable assistance in helping customers select the correct product(s). Calls customers to offer additional assistance as needed.  
3. Provides complete and accurate information to Question + Answer product inquiries in a manner that is suitable for placement on Northerntool.com and other public forums.
4. Promotes the advantages of the Company’s products and programs. Quotes customers for goods, shipping costs and delivery dates based on carrier and product availability. Communicates quotes via chat, email, and phone and follows-up to close sales.
5. Identifies opportunities to close sales, offer add-on sales, and increase Company revenue. Ensures that orders are shipped by the best shipping alternatives, calculates corresponding freight costs and includes them on customer orders for payment.
6. Performs problem solving steps by asking questions and researching options to determine the best resolution that balances Company and customer needs.
7. Provides and enforces internal controls for employee order processing to ensure compliance with the Company’s discount policies. 
8. Tracks daily volume of correspondence generated from affiliate websites, customer surveys and social media platforms.  Actively keeps management informed of volume and trends to monitor productivity and workload.
9. Works collaboratively with the Ecommerce department to ensure data integrity and order fulfillment accuracy of the affiliate internal websites.
10. Maintains accurate customer records by updating account information from orders placed, returns processed, or questions answered.  Ensures customer follow-up is performed in a timely manner and documented appropriately
11. Supports Inside Sales and Customer Service by taking inbound phone calls and processing customer orders as needed.
12. Collaborates with internal teams such as Technical Support, Credit Marketing, Ecomm, Leadership team, etc. for resolution of complex situations.
13. Recommends enhancements to on-line functionality, social media processes and elevates issues that may pertain to listed product information to supervisor.  

What you will bring to the table:

• High school education or equivalent required
• At least 1 year of college or related technical training preferred
• At least 1 year of sales, call center or related experience with NTE
• Ability to meet established productivity, schedule adherence, and quality standards
• Strong organizational skills and ability to multi-task
• Excellent computer skills including Microsoft Office, JDE, AS400
• Demonstrated strong writing skills, grammar and the ability to type proficiently and accurately
• Familiarity with computer and Windows applications, which includes the ability to learn new and complex computer system applications
• Ability to communicate effectively, both orally and in writing, with a wide variety of customers, Company personnel and others
• Ability to work and adhere to a varied schedule
• 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 $18.00 to $29.50 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. 
• Work Schedule: This position will focus on chat, SMS and email responsibilities and be scheduled closing shifts Monday - Friday from approximately 10AM - 7PM along with every 4th weekend and holidays as needed.
• 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 incentive programs.

When you join Northern Tool + Equipment, you're not just starting a job—you're joining a community that supports your success. Come be a part of a team where your skills, dedication, and passion are recognized and celebrated. Your future starts here!