Customer Service Representative

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

• 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 to address customer requirements by creating reports, scheduling meetings and gathering data.
• Maintains a strong knowledge base of Prime-Line products and the co-op market.
• Monitors external and internal customer feedback to measure performance and identify best practices to drive process improvement.
• Ensures best practices for sales goals are utilized to meet productivity, service levels and expense targets for scorecards, improvement implementation and fine mitigation.
• Identifies operational, sales and technical changes having an impact on customer satisfaction to compile and review customer experience metrics.
• Gathers and provides data for sales, marketing materials, presentations and general customer communications.
• Participates cross-functionally with departments in strategic decisions designed to meet quality and service goals related to co-ops.
• Partners with various departments on new product research, customer requirements, market trends, price schedules and discount rates.
• Attends and contributes to pertinent sales reviews.
• Perform special projects and other duties assigned.
• Communicate with Supervisors, Peers and other functional departments.
• Organize, Plan and Prioritize work.
• React swiftly and effectively to customer requests and concerns.
• Accomplish assigned projects utilizing strong communication (written and verbal).
• Streamline processes through necessary skill sets.

KEY RESPONSIBLITIES

• 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 to address customer requirements by creating reports, scheduling meetings and gathering data.
• Maintains a strong knowledge base of Prime-Line products and the co-op market.
• Monitors external and internal customer feedback to measure performance and identify best practices to drive process improvement.
• Ensures best practices for sales goals are utilized to meet productivity, service levels and expense targets for scorecards, improvement implementation and fine mitigation.
• Identifies operational, sales and technical changes having an impact on customer satisfaction to compile and review customer experience metrics.
• Gathers and provides data for sales, marketing materials, presentations and general customer communications.
• Participates cross-functionally with departments in strategic decisions designed to meet quality and service goals related to co-ops.
• Partners with various departments on new product research, customer requirements, market trends, price schedules and discount rates.
• Attends and contributes to pertinent sales reviews.
• Perform special projects and other duties assigned.
• Communicate with Supervisors, Peers and other functional departments.
• Organize, Plan and Prioritize work.
• React swiftly and effectively to customer requests and concerns.
• Accomplish assigned projects utilizing strong communication (written and verbal).
• Streamline processes through necessary skill sets.

EDUCATION AND EXPERIENCE

• Preference will be given to those with proven customer service experience in retail, service or manufacturing environment.
• Possess the ability to present a calm demeanor during tense or stressful situations.
• Self motivated, organized individual who is proficient with internet and computer skills.
• Strong interpersonal, written and oral communication skills.
• Knowledge or willingness to learn Prime-Line Products items.
• Must be able to follow directions and adhere to all company policies and procedures.

WHY WORK HERE

Great Star Tools offers a range of benefits to meet our employees’ needs, based on eligibility. These benefits include, but are not limited to, our Core benefits: comprehensive healthcare, dental and vision coverage. We offer ancillary benefits, such as Life/AD&D Insurance, Salary Continuation (dependent on location), or Short-Term and Long-Term Disability, Voluntary benefits (i.e. Critical Illness, etc.), Flexible Spending Accounts and Health Savings Accounts. We also offer a 401(k) Safe Harbor Retirement Savings Plan with an Employer Match. Vacation/Sick/Personal/Holiday time off is available. Additional details about these benefits will be provided during the hiring process.