Customer Service Representative

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.