• Work with Retail Support Manager to coordinate and perform new dealer set-ups; including SCS install, product assembly and merchandising, and static / motion POP set up on display • Train new dealers’ staff on STIHL basics (assembly, product nomenclature, PDI, etc.) as well as selling training • Work with existing dealers to help develop their business • Use the functions of re-merchandising, SCS Expansion projects, sales training and STIHL Champion development to ensure dealers have effective SCSs and selling teams • Visit Construction Type National Accounts to establish the boots-on-the-ground relationship between them and STIHL • Provide in-store sales / product training, as well as help installing SCS components and merchandising STIHL product in their showroom • Attend and support STIHL at various regional trade shows, training events (i.e., STIHL U) and dealer events to promote STIHL, our products and services • Maintain reporting (updating CRM, monthly field reports, field input in regard to store training and development, National Account visits, merchandising success stories / key learnings • Attend sales meetings, dealer training meetings and other required meetings and training • All other duties and responsibilities as assigned

Role Description The Customer Service Specialist provides customer service to North American external customers and internal customers as it relates to processing product orders. - Respond to customer calls, emails, and faxed requests. - Handle and maintain all customer-specific processes and/or systems as it relates to the New Business Development customer base. - Understand and manage the price change process including notifications to internal and external parties. - Serve as main point of contact for service and product complaint resolution. - Coordinate new product setup or changes with Product Management and Operations and communications with customers. - Handle large volumes of calls, emails, and faxes. Respond to all aspects of customers’ and representatives’ inquiries or requests (orders, product information, stock status, pricing, shipping information, samples, etc.) - Accurately key orders into the system. - Check stock availability to confirm orders. - Ensure all orders are shipped and invoiced promptly and accurately. - Keep customer advised of anticipated ship dates and any delays regarding orders. - Be proactive in communicating changes to orders. - Obtain and continuously enhance a broad knowledge of product line, prices, delivery time and similar data as required relating to the business units being serviced. - Follow ISO required procedures as related to the customer service function. - Troubleshoot issues regarding pricing, tracing, and tracking orders, delivery times, product information and stock availability. - Suggest potential alternatives/solutions to customer concerns. - Supply MSDS upon request and as required. - Develop and maintain effective working relationships with team members, managers and personnel in internal departments whose functions directly or indirectly affect the service level to our customers (to aid in providing exceptional customer service). Qualifications - High school diploma or general education degree (GED) - Two to four years related customer service experience and/or training. - Experience with key accounts or private label is highly preferred. - Must be able to communicate clearly and professionally both in verbal and written form. - Strong proficiency with Microsoft Office applications required. - Understanding of Lean Management Principles is an asset. - Demonstrates office etiquette including; communication, decision making, and problem solving. - Participate in role rotations in resolutions, pricing, international, RW, OEM, EPR, Core to gain knowledge on internal department positions. - SAP Preferred - Possess a strong understanding of SAP including running sales reports, extending codes, material master, customer master, listings/exclusions, etc. Requirements - Incumbent must be able to stand, walk, sit, use hands, reach, climb, balance, kneel, talk, hear, and lift up to 50 lbs. Benefits - The salary range for applicants in this position generally ranges between $49,879 and $62,348. - The Company offers a variety of benefits to its employees, including but not limited to health insurance, paid holidays, paid time off, 401(k) Savings and Trust & Plan with company match, Company Pension Plan, Performance Based Bonus/Commission, and continuing education.

• Deliver Level 1 support via phone, email, and ticketing for clinical systems and processes. • Troubleshoot and resolve common issues; escalate complex cases when needed. • Manage user accounts and access across multiple platforms. • Ensure timely, accurate case handling and maintain high service standards. • Act as a subject matter expert for specific clinical systems, supporting critical vaccine-related operations.

• Act as the point of contact for customers via email, phone, or chat; • Serve as the internal focal point for resolving customer-related challenges; • Triage incoming tickets and carefully analyze requests, assessing whether they need escalation to other teams and prioritizing urgency; • Manage internal communication to minimize response times to customers; • Assist with operational procedures related to implementing the platform for customers; • Build customer relationships through support activities, aiming to increase retention; • Propose improvements to internal processes and suggest actions that increase customer satisfaction and loyalty, based on support experience; • Work to evolve support processes through the use of AI.