Remote Bilingual Commercial Customer Service Support Specialist – Sales Order Management, SAP S/4HANA & Salesforce Expertise for Greenworks Tools

About Greenworks Tools – Pioneering Battery‑Powered Outdoor Solutions

At Greenworks Tools, we are redefining the way professionals and DIY enthusiasts tackle outdoor projects. As the world’s leading manufacturer of battery‑powered outdoor power equipment, we combine cutting‑edge engineering with a commitment to sustainability, delivering tools that match the power and performance of gasoline‑driven counterparts without the fumes, noise, or maintenance headaches. From our 24‑volt home‑owner range to the rugged 82‑volt commercial line, each product reflects a relentless focus on efficiency, durability, and user‑centric design. Our headquarters sit in the heart of Valencia, California, but our impact stretches across North America, Europe, and beyond. By joining Greenworks, you become part of a fast‑growing, innovative organization that values forward‑thinking ideas, environmental stewardship, and a relentless pursuit of customer delight.

Why Join Our Remote Commercial Customer Service Team?

We recognize that great talent thrives when given autonomy, purpose, and the tools to succeed. Our remote Commercial Customer Service team enjoys a state‑of‑the‑art virtual workplace, inclusive of high‑speed VPN access, collaborative cloud platforms, and a flexible schedule that respects work‑life balance. You’ll partner directly with distributors, dealers, field representatives, and end‑users, acting as the trusted voice of Greenworks in every interaction. In addition to a competitive salary, we offer performance‑based incentives, continuous learning opportunities, and a clear career path that can lead to senior support leadership, territory management, or specialist roles across the organization. If you’re passionate about solving complex problems, building lasting relationships, and driving operational excellence, this is the ideal platform to accelerate your professional growth.

Key Responsibilities – What You’ll Own Everyday

• Customer Relationship Management: Develop and nurture long‑term partnerships with assigned commercial customers—dealers, distributors, and end‑users—by delivering timely, accurate, and courteous support through phone, email, and CRM tools.
• Accelerated Issue Resolution: Accept and resolve front‑line service inquiries within established service level agreements (SLAs), acting as a liaison between customers and internal functions such as warehouse, logistics, and product management to eliminate bottlenecks.
• Sales Order Processing in SAP S/4HANA: Create, edit, and confirm sales orders, verify pricing conditions, execute availability checks, manage ATP (Available to Promise) functionality, and oversee order fulfillment to ensure on‑time delivery.
• Backorder & “Unit Down” Management: Identify root causes of backorder situations, communicate realistic expectations to customers, and expedite parts or alternative solutions to minimize downtime for field operations.
• Pricing & Contractual Queries: Respond to pricing inquiries, interpret contract terms, and coordinate with finance and sales teams to provide transparent, compliant quotations.
• Salesforce Optimization: Log, track, and resolve all service cases in Salesforce Service Cloud, enforce data integrity, and leverage dashboards to improve team performance and forecast workload.
• Lead Generation Support for Territory Managers: Analyze sales data, identify high‑potential prospects, and provide actionable insights that enable Territory Managers to schedule product demos and secure new business opportunities.
• Cross‑Functional Collaboration: Partner with After‑Sales Service, Purchasing, Product Management, Marketing, and Finance teams to research and resolve multifaceted technical or logistical challenges.
• Dealer On‑boarding & Cold‑Calling: Initiate contact with prospective dealers, guide them through the onboarding process, and educate them on Greenworks product portfolios, warranty policies, and promotional programs.
• Administrative Oversight of Dealer Network: Manage dealer order entries, warranty claim submissions, rebate processing, demo equipment routing, sales event coordination, and merchandising support.
• Continuous Learning & Product Mastery: Participate in scheduled training sessions, certifications, and product knowledge workshops to maintain an expert-level understanding of all Greenworks parts and accessories.

Essential Qualifications – The Foundations You Bring

• Bilingual Proficiency (English & Spanish): Ability to communicate fluently, both verbally and in writing, with customers across North America, providing clear, culturally‑sensitive support.
• Professional Communication Skills: Demonstrated expertise in delivering polished, concise, and empathetic communication across phone, email, and chat platforms; strong command of grammar, spelling, and business terminology.
• Experience with SAP S/4HANA Sales Order Management: Hands‑on knowledge of creating sales orders, pricing conditions, ATP checks, and shipment processing within SAP environments.
• Salesforce Service Cloud Background: Proven ability to navigate, log, and resolve cases in Salesforce, generate reports, and uphold data quality standards.
• Customer‑Centric Problem‑Solving: Track record of analyzing complex, non‑routine issues, developing practical solutions, and following through until successful resolution.
• Team Collaboration & Cross‑Training Flexibility: Willingness to support teammates, share knowledge, and adapt to evolving priorities in a fast‑paced remote setting.
• Educational Requirements: Bachelor’s degree in Business Administration, Operations, Logistics, or a related discipline; High School Diploma/GED is acceptable when supplemented with relevant experience.

Preferred Qualifications – What Will Set You Apart

• Prior Experience in the Outdoor Power‑Tool or Heavy‑Equipment Industry: Familiarity with OPE, material handling, or automotive sectors enhances product empathy and credibility with commercial customers.
• Advanced Salesforce Certifications: Holding Salesforce Administrator or Service Cloud Consultant credentials demonstrates a deeper mastery of the platform.
• Process Improvement & Lean Methodology Background: Experience applying Six Sigma, Kaizen, or other continuous‑improvement frameworks to streamline support workflows.
• Additional Language Skills: Fluency in French, Portuguese, or Mandarin is advantageous for expanding support to international dealer bases.
• Technical Aptitude for Battery‑Powered Equipment: Understanding of battery chemistry, charger specifications, and power tool safety standards.
• Proven Track Record of Exceeding Service Metrics: Consistently achieving high CSAT (Customer Satisfaction) scores, low average handling time (AHT), and strong first‑contact resolution (FCR) rates.

Core Skills & Competencies – Tools for Success

• Exceptional active‑listening and empathy to understand customer pain points.
• Strong analytical mindset: ability to interpret data, identify trends, and recommend actionable improvements.
• Time‑management and multitasking – juggling multiple cases, orders, and communications without sacrificing quality.
• Advanced proficiency in Microsoft Office Suite, particularly Excel for data manipulation and reporting.
• Self‑motivation and independence – thriving in a remote environment with minimal supervision.
• Adaptability to evolving technology stacks, product releases, and market dynamics.

Career Development & Learning Opportunities

Greenworks invests heavily in the professional growth of its people. As a Commercial Customer Service Support Specialist, you will have access to:

• Structured Onboarding Program: A 30‑day curriculum covering Greenworks product lines, SAP S/4HANA fundamentals, Salesforce best practices, and customer‑service etiquette.
• Continuous Education Stipends: Annual budget for certifications, workshops, or online courses related to sales support, SAP, Salesforce, or industry‑specific knowledge.
• Mentorship Network: Pairing with senior service leaders and territory managers to accelerate skill development and career mapping.
• Internal Mobility Pathways: Clear progression routes toward Senior Support Analyst, Team Lead, Operations Manager, or even Product Specialist roles.
• Quarterly Innovation Forums: Collaborative sessions where front‑line staff present improvement ideas directly to senior leadership, with the potential for implementation and recognition.

Compensation, Benefits & Perks

We believe that rewarding performance is essential to attracting and retaining top talent. While specific salary ranges will be discussed during the interview process, successful candidates can expect:

• Competitive base salary commensurate with experience and market benchmarks.
• Performance‑based quarterly bonuses tied to service metrics and customer satisfaction scores.
• Comprehensive health, dental, and vision insurance plans, including options for dependents.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO) policy, holidays, and a flexible remote‑work schedule.
• Employee Assistance Program (EAP) and mental‑health resources.
• Company‑provided ergonomic home‑office stipend for desk, chair, and accessories.
• Access to Greenworks product discounts, allowing you to experience the tools you support firsthand.

Our Inclusive Culture & Values

Greenworks Tools is proud to be an Equal Employment Opportunity (EEO) employer. We celebrate diversity and foster an inclusive environment where every voice is heard and respected. Our core values guide everything we do:

• Innovation: Pursuing bold ideas that reshape the outdoor power‑tool landscape.
• Integrity: Acting with honesty, transparency, and accountability in every interaction.
• Customer Obsession: Putting the needs of our customers at the heart of every decision.
• Sustainability: Committing to environmentally responsible practices, from product design to supply‑chain operations.
• Teamwork: Leveraging collective expertise to solve challenges and celebrate wins together.

Whether you’re joining from your home office in California, Texas, Florida, or anywhere across the United States, you’ll become part of a vibrant, collaborative community that values your unique perspective and empowers you to make a meaningful impact.

Apply Today – Take the Next Step in Your Career

If you are a bilingual, customer‑focused professional with a passion for technology, problem‑solving, and continuous improvement, we want to hear from you. Elevate your career with Greenworks Tools—where innovation meets opportunity. Click the link below to submit your application, and let’s build a greener, quieter, and more powerful future together.

Apply Now – Join Greenworks Tools as a Remote Commercial Customer Service Support Specialist