Customer Service Rep

The Company:  Hangzhou GreatStar Industrial, Ltd. Is one the largest manufacturers of hand tools in the world, specializing in R&D, and manufacturing high quality products for the DIY, professional and industrial channels.  Our brands include Arrow Fastener Co.,LLC, Goldblatt, Pony & Jorgensen, SK Tools, Shop-Vac, EverBrite, WorkPro, Hangcha Group as well as many others.

SK Tools, located in Williamsport, Pa is recruiting for a Customer Service Representative to join our Customer Service Team. SK Tools was founded in the 1900’s and is now a sister company of Shop-Vac USA, LLC .  This move has allowed SK Tools to leverage the facilities and technical capabilities of Shop-Vac whom also share in their pride of quality, precision, innovation, service and country.  Under the ownership of GreatStar Industrial USA and its portfolio of brands, SK has a far greater resource and global scale to improve their service and innovate while building on their 100 year reputation. 

Reporting Relationship:  The Customer Service Representative will report directly to the Customer Service Supervisor.

ABOUT THE ROLE:  This role works in a high performance, team oriented atmosphere to ensure customer satisfaction and provide professional customer support to our clientele.

KEY RESPONSIBILITIES:

• Maintaining a positive, empathetic and professional attitude toward customers at all times.
• Communicating with customers through various channels; telephone, email, etc.
• Responding promptly to customer inquiries.
• Reconciles customer account discrepancies; (pricing, freight information, product line) by collaborating with the Sales & Service Manager and the Sales and Marketing team.
• Processing orders/data entry through the ERP system.
• Extensive product knowledge to answer customer questions/requests efficiently.
• Keeping records of customer interactions, comments and complaints.
• Performs other duties as directed.

QUALIFICATIONS:

• 1 years of prior Customer Service experience or consumer product experience a plus
• Possess the ability to present a calm demeanor during tense or stressful situations.
• Analyzing and gathering statistical data to prepare/interpret reports.
• Strong interpersonal, written and communication skills.
• Self- motivated and organized.
• Proficient and knowledgeable with Microsoft office/teams; (including Excel) and other software applications as applicable.
• AS400(BPCS) and EDI knowledge is a plus.

BENEFITS:

• Medical
• Dental
• Vision
• Life
• Holiday Pay
• 401K with company match
• Generous Vacation/Sick time package