Technical Support Representative

Buford, Georgia, United States Full-time

Makita U.S.A. is a worldwide leader in the professional power tool industry bringing Makita’s best-in-class engineering advantage to professional power tool users in America since 1970.  We have built a reputation for using the finest raw materials, the most advanced manufacturing equipment, and the most rigorous quality testing in the industry. Headquartered in La Mirada, CA, Makita U.S.A., Inc. distributes power tool products and accessories to the U.S. market from strategically located distribution centers throughout the USA.  

Position Overview:

The role of Technical Support Rep will assist in being responsible for the national and regional customer service functions of Makita Power Tools with the objective that the End-User and Account products be delivered on time, to the proper destination, in the quantity ordered, and with the agreed upon quality standards to be consistent with the expectations of the company and our customers. The operations team is to meet and exceed customer expectations while managing costs.

Job Responsibilities:

  • Reports to National Call Center Supervisor
  • Responsible for answering 50-90 customer calls related to the Power Tool Industry per day in a timely manner while ensuring superior customer service is delivered at all times to all customers both external and internal.
  • Responsible for entering customers’ orders via phone, email and Fax which can include parts and accessories. Taking credit card payments.
  • Adjusts complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.
  • Enters alphabetic, numeric, or symbolic data from source documents into computer following format displayed on screen, and enters necessary codes.
  • Must engage in troubleshooting Power Tools (Cordless Battery Operated and Corded Electric) Outdoor Power Equipment (String Trimmers, Chainsaws (Cordless, Corded Electric and Gas), Generators, Hedgers, etc.
  • Must be able to keep up with the daily KPIs set forth for the department (orders, tasks, special projects, etc.).
  • Processes orders and handles inquiries received by phone, fax and EDI. May be assigned customers requiring more detailed or special attention.
  • This role will expose key individuals to most business principles (Supply Chain, Customer Relations Management (CRM), Product Improvement, Sales, and Marketing).
  • Must be able to work on a computer for 8 hours a day while answering phones calls from a phone queue.
  • Verifies pricing on purchase orders, enters orders in the system and reviews for accuracy.
  • Basic to intermediate understanding of Microsoft systems (Excel, Outlook, Access, Word, etc.).
  • Will be trained to create / review various reports in order to improve the management of our customers both internal and external.
  • Informs customer of unit prices, shipping date, anticipated delays, and any additional information needed by customer.
  • This position also requires the customer service rep to execute a great deal of follow up with the customers and sales reps.
  • Meet all expected minimum KPI requirements, including but not limited to Upsells for customer service.
  • Prepares invoices and shipping documents such as bill of lading.
  • Confers with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
  • Proactively accepts additional duties and/or responsibilities as directed by management.
  • Assists Customer Service Management with special projects 


Education, Skills and/or Experience Needed:

  • Bachelor’s degree (B.A.) from 4 year college or university; or 4 years related experience and/or training; or equivalent combination of education and experience.
  • A positive attitude, a friendly personality and a passion with working with people.
  • Must be diplomatic, patient, and a good listener.
  • Must have Technical Support Service experience with basic knowledge of Power Tools and Outdoor Power Equipment.
  • Outdoor Power Equipment sales experience is a plus.
  • Must be able to multi-task and have strong problem solving skills, coupled with the ability to think on your feet.
  • Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of executives, managers, supervisors, sales reps, and customer service reps.
  • Excellent organizational skills
  • Identifies and resolved problems in a timely manner
  • IC Customer Service knowledge and experience is a plus.
  • Complete projects on time
  • Reacts well under pressure
  • Experience working in a high volume, fast-paced department
  • Prior experience in Tool Repair or Rental Repair is a plus
  • Intermediate understanding of Microsoft systems (Excel, Outlook, Access, Word, etc.). 

Physical Demands:

  • This position requires you to work at a computer for 8 hours a day while answering calls, responding to emails, compiling reports, etc. May require lifting up to 50 lbs. on rare occasions, bending, stooping, or reaching.
  • May be required to work overtime as needed.
  • Ability to work in a fast-paced environment. 

Company Benefits:

  • Medical/Dental/Vision/Life Benefits
  • FSA
  • 401(k) Plan
  • Paid Time Off & Holiday Pay
  • Education Reimbursement

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