"Alerted.org

INTRODUCTION and WHAT YOU WILL DO (Job Responsibilities)

Customer Service is the critical link to strong communications between the sales field and Matco Tools Corporate Offices, leading to the success of our Distributor partners. The CS Quality Coach assures that our Customer Service team is efficiently and effectively providing world-class quality to our Distributor partners. The Quality Coach supports our Customer Service Representatives, Franchised Distributors, District Managers, Regional Managers and Commercial Customers by providing daily operational call center support, correct product information, pricing, and product availability. Additionally, the Quality Coach reviews calls, participates as a coach in new-hire training, identifies coaching opportunities of the broader team, and tracks quality interventions. This position is also responsible for performing as an alternate when the trainer is not available, while mentoring other CSRs around departmental best practices.

KEY RESPONSIBILITIES:

+ Provides SME Day to Day call center support in all operational needs to internal CSR’s. Monitoring of call center processes in meeting set metric performance goals in ASA, TTIQ and Call Quality.

+ Provides on-the-spot education/training with CSRs on departmental best practices. Is a leader in setting the example of world class customer service.

+ Conducts call monitoring and call reviews routinely for quality assurance.

+ Provides constructive and effective feedback that drives behavior change.

+ Assist our Franchised Distributor customers in automotive tool selection, toolbox selection, troubleshooting, price and availability, technical specifications, and ordering.

+ Handle all inbound calls from our internal and external sources. This includes but is not limited to giving price and availability, part numbers, application assistance, troubleshooting, and basic and advanced credits.

+ Provide technical support concerning information and specifications for products provided in our Matco Tools catalog and catalogs of our other suppliers.

+ Provide features and benefits to our franchised distributors on our commissioned daily sale items.

+ Input orders utilizing internal ordering software systems.

+ Liaison to CS Leadership in CSR development and action planning for improvements.

WHO YOU ARE (Qualifications)

The individual qualified for this role must be able to demonstrate the following competencies:

+ 1.5+ years of CSR Experience with Matco Tools.

+ Good standing status: no active PIPs, attendance write-ups, etc.

+ Quality scores in the top third of the Department over the last 12 months.

+ Ability to answer calls as a primary function of the position.

+ Ability and willingness to mentor and train others.

+ Proven ability to give and receive feedback.

+ Advanced use of PC and keyboard, including Matco Tools specific software and systems

+ Exemplary verbal and written communication skills

+ Maintain a character of honesty and integrity.

+ Ability to interpret customer issues, troubleshoot and translate those issues into resolution while maintaining a positive attitude.

+ Ability to empathize with customer concerns while maintaining a professional demeanor.

+ Ability to learn quickly on the job.

+ Ability to multi-task in a fast-paced office environment.

Attribute/Skill/Experience:

+ High School Degree or GED equivalent.

+ Training experience a plus.

+ On the job experience in working with general automotive mechanics a plus.

+ 2+ years of call center experience or equivalent experience in dealing with customers, 1.5+.

+ years with Matco Customer Service.

+ Sales experience.

Fit Factors:

+ Tenacity/Do What It Takes.

+ Effective Time Management and Personal Organization.

+ Leadership and teamwork – Create followership.

+ Honest & integrity.

+ Team building skills.

+ Communication skills.

+ Ability to manage multiple priorities.

+ Analytical skills.

+ Ability to think strategically.

+ Detail oriented.

+ Ability to effectively problem solve.

The base compensation range for this position is $45,760 per annum. Your actual base salary will be determined based upon numerous factors which may include relevant experience, skills, location (labor market data), credentials (education, certifications), and internal equity.

Vontier partners with you and your family on your health and wellness journey. Visit VontierBenefits.com to view our benefits. We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability and life insurance. With programs for family planning from Maven Clinic to managing diabetes like Livongo, coverage for women's health, support for adult and elder care, paid parental leave, a generous 401(k) plan with matching company contributions, and more. Vontier is here for all stages of life. We also offer paid time off up to 120 hours, 12 paid holidays (including 4 floating holidays) per year and paid sick leave.*

**Disclaimer:** The salary, other compensation, and benefits information is accurate as of the date of this posting. Sick leave amount may vary based on state or local laws applicable to the applicant’s geographic location. The Company reserves the right to modify this information at any time, subject to applicable law.

WHO IS MATCO

Matco Tools, a wholly owned subsidiary of Vontier Corporation, is a distributor of quality professional automotive equipment, tools, and toolboxes. Matco began operation in 1946 and, since 1979, has sold products directly to professional mechanics, enthusiasts, and those who value quality tools through a network of independent franchised mobile distributors who operate in all 50 states, Puerto Rico, and Canada. Products are also sold to central purchasing operations and other institutional customers through industrial sales representatives and via the internet. Matco is a franchising company, a distribution company, a financing company, a manufacturer of industry leading toolboxes, and a leading supplier of automotive technology solutions employing approximately 600 associates in the United States, Puerto Rico and Canada. For more information on Matco Tools, visit www.matcotools.com .

BENEFITS

Annual bonuses/incentives (depending on position)

Immediate company benefits (medical, dental, vision, life, etc.)

401k with company match

401k defined contribution after 1 year of service

High level of employee engagement

Walking path and gym equipment onsite

Food trucks on site during the summer

Dress for your day - every day casual/jeans

Employee discounts

15 days vacation + 4 floating holidays + 8 paid holidays

Paid maternity & paternity leave

Tuition reimbursement

Student loan payment assistance

Hybrid work environment (2 days remote)

Annual Day of Caring for employees to volunteer

Discounts on tools

Annual team building events

WHO IS VONTIER

Vontier (NYSE: VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Company’s website at www.vontier.com .

At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.

Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.

Join our community of passionate people who work together to navigate challenges and seize opportunities. At Vontier, you are not on this journey alone-we are dedicated to equipping you with the tools and support needed to fuel your innovation, lead with impact, and thrive both personally and professionally.

Together, let’s enable the way the world moves!

"Vontier companies are equal employment employers and evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, sexual orientation, gender identity or expression, and other characteristics protected by law."