Order Management Administrative Assistant - Snap-on Inc

See What We’re All About

Since 1965, Mountz Inc. has proven its in-depth knowledge of torque solutions by consistently developing, producing, and servicing cutting-edge manufacturing tools.  We are known to the manufacturing industry as the nation's premier torque tool specialists. 

As a company built in the heart of Silicon Valley, we combine a 55-year history of bold thinking and a 100% focus on torque solutions that deliver confidence at every turn. 

We care about our customers. Our whole-hearted commitment to service and unmatched expertise in torque benefit our customers and the world. We are fulfilling a monumental purpose—forging a safer world through accuracy and precision. Our tools currently reside on the assembly lines of the world's largest manufacturing companies, and we are working towards more! 

Our recent acquisition by Snap-on, Inc., a leading global innovator, manufacturer, and marketer of tools, equipment, diagnostics, repair information, and systems solutions provides us with even greater opportunities to realize our vision.

If you’re ready to roll up your sleeves, go above and beyond, and put your ambition to work, all while impacting the manufacturing industry, let’s chat – Apply Today!

The Job at a Glance

At Mountz Torque, an order management administrative assistant is a values-based employee who delivers exceptional customer experiences to provide order fulfillment support and help support top-line sales.

Primary Responsibility:

Our order management admin helps support sales by driving customer -internal and external experience in the office. 

You should have hands-on experience interacting with customers via phone and email to determine their needs and connect them with the resources they need. 

This role is ideal for someone who lives for continuous improvement and is comfortable interacting with anyone, from customers to executives. 

A Typical Day:

• Order Management Support: Logs in orders in the ERP system accurately and timely and processes orders based on assigned accounts.
• Customer Service: Respond to customer inquiries via phone & email. Enter and manage customer information within our CRM system (Netsuite) using our standard work process to assign follow-up to relevant team members.  Answers questions about the organization and provides callers with addresses, directions, and other general information. 
• Order CRM Accountability:  Update our customer relationship management (CRM) system to ensure accurate and up-to-date order information.
• Office Traffic Management: Welcomes on-site visitors, determines the nature of business, and announces visitors to appropriate personnel.Monitors visitor access and compliance with sign-in and out procedures and issues appropriate passes. 
• Office Support: Performs other clerical duties as needed, such as filing, photocopying, and collating. Receives, sorts, and routes mail and maintains and routes publications. Assists in scheduling and preparing meeting rooms.

To Land This Opportunity:

Education:  High school diploma or general education degree (GED)

Experience: 

• 2+ years in a office management, sales, or customer service role required (retail experience considered). 

Job Responsibilities: 

• Customer Service Phone & Email Management: Respond to customer inquiries via phone and email.  Enter and manage customer information within our CRM system (Netsuite) using our standard work process to assign follow-up to relevant team members. Disqualify contacts as needed. Set customer expectations around the follow-up timeline. 

• Order CRM Accountability:  Update our customer relationship management (CRM) system to ensure accurate and up-to-date sales data.  Ensure data quality and cleanliness.  Perform order entry process for orders within the United States.  Provide customer communications and updates for orders from our San Jose office. 
• Personal Development: Take part in formal and informal training opportunities.

Skills: 

• Analytical Skills: Strong analytical and problem-solving abilities to gather, interpret, and analyze data and metrics.
• Attention to Detail: Excellent attention to detail ensures accuracy and quality in data analysis and reporting.
• Technical Skills: Proficiency in using CRM systems (Netsuite Ideal), and Microsoft Office Suite (Word, Powerpoint or Equivalent). Experience using a project management tool would be a plus. 
• Communication Skills: Effective communication skills to deliver feedback to team members as needed.
• Collaboration: Ability to collaborate with cross-functional teams, build relationships, and influence stakeholders to drive sales operations initiatives.
• Adaptability: Strong adaptability to work in a fast-paced, dynamic environment with shifting priorities and handling multiple tasks simultaneously.

Salary:

$22-24/hr

Onsite (in office position)

Perks: 

• Competitive compensation package including paid time off and paid holidays.
• Excellent benefits program, including medical, dental, and life insurance (company pays 100% of employee premium)
• Thorough and comprehensive training
• Experienced managers committed to your ongoing development and success
• Eligibility to participate in our 401(k) plan