Account & Customer Experience Specialist

Shop Vac USA, LLC; Pennsylvania; On-site; USD 40,000 - 56,000; Full time

Benefits offered by this job

Healthcare

Dental & Vision

401(k) Plan

Paid time off

Job summary

Great Star Tools is seeking a customer-focused professional to manage day-to-day admin for key hardware co-op accounts and respond to escalated customer requests. You will support the sales team with strategic plans, data, meetings and market insights.

You will maintain product knowledge and monitor feedback to drive improvements, while ensuring productivity and service levels align with company goals. This role emphasizes collaboration across departments.

Qualifications

• Proven customer service experience in retail, service or manufacturing environments.
• Ability to present a calm demeanor in tense situations.
• Self-motivated and organized with strong internet and computer skills.
• Strong interpersonal, written and oral communication skills.
• Willingness to learn Prime-Line products items.
• Follow directions and adhere to company policies.

Responsibilities

• Manages day-to-day administrative needs of key hardware co-op accounts.
• Responds to escalated customer calls and executes special customer requests, order changes and substitutes.
• Assists sales team in developing and implementing strategic sales plans by creating reports, scheduling meetings and gathering data.
• Maintains knowledge of Prime-Line products and the co-op market.
• Monitors customer feedback to measure performance and drive process improvement.
• Supports achievement of sales goals through scorecards, improvements and cost control.
• Gathers data for sales, marketing materials, presentations and customer communications.
• Participates cross-functionally to meet quality and service goals related to co-ops.
• Collaborates with departments on product research, market trends, pricing and discounts.
• Attends sales reviews and contributes to projects.
• Communicates with Supervisors and other departments.
• Organizes, plans and prioritizes work.
• Responds swiftly to customer requests and concerns.
• Contributes to process streamlining through strong communication.

Skills

Customer service

Account management

Sales support

Data reporting

Cross-functional collaboration

Tools

CRM software

Job description

Great Star Tools is seeking a customer-focused professional to manage day-to-day admin for key hardware co-op accounts and respond to escalated customer requests. You will support the sales team with strategic plans, data, meetings and market insights.

You will maintain product knowledge and monitor feedback to drive improvements, while ensuring productivity and service levels align with company goals. This role emphasizes collaboration across departments.