Customer Service Representative

OMG Roofing Products; Agawam (MA); On-site; USD 36,000 - 48,000; Full time

Job summary

OMG Roofing Products is seeking a Customer Service Representative to build relationships with sales teams and clients, respond to inquiries, place orders, process returns, and resolve complaints to uphold a positive brand experience.

You will maintain knowledge of products, use QAD ERP for orders and data, and support shipping and inventory accuracy while staying proactive, organized, and a dependable team player.

Qualifications

• Strong communication skills and ability to build relationships.
• Excellent time management and organizational abilities.
• Team player with a proactive attitude.

Responsibilities

• Promote safety as the number one priority for OMG employees.
• Maintain a positive, professional attitude toward customers.
• Promptly respond to customer calls and emails and anticipate needs.
• Maintain in-depth knowledge of products and their applications by division.
• Utilize QAD ERP to input, update, and correct purchase orders and related data.
• Maximize selling time for the sales team by resolving shipping, inventory and transit issues.
• Drive accuracy during order entry and standardize procedures to improve satisfaction and inventory accuracy.
• Perform other tasks as assigned.

Job description

OMG Inc. is a leading manufacturer of fastening products and technologies for the commercial roofing and construction industries worldwide. Headquartered in western Massachusetts, OMG is an equal‑opportunity employer prioritizing the safety of our employees and customers. The company values integrity, teamwork, diversity, trust, respect, commitment, and a passion for excellence. OMG is a global company operating manufacturing facilities in Massachusetts, Illinois, and Minnesota.

Position Overview

OMG currently operates in two Divisions: OMG Roofing Products and FastenMaster®. OMG Roofing Products is a leading global manufacturer and supplier of value‑added components for the commercial roofing industry. The FastenMaster Division manufactures and markets innovative, premium‑quality wood‑to‑wood fasteners that are engineered to enable professional contractors to complete building projects safer, faster, and easier. The Customer Service Representative builds and maintains business relationships with the sales team and clients by providing prompt, friendly, and accurate responses to customer inquiries, in addition to placing orders, processing returns, and resolving complaints to promote a brand experience. This key position must be a strong communicator, manage their time efficiently, possess strong organizational skills, and above all, be an enthusiastic team player.

Position Responsibilities

• Promote Safety as the Number One priority of all OMG employees.
• Maintain a positive, and professional attitude toward customers always.
• Promptly respond to customer phone calls and emails and anticipate customer needs.
• Maintain an in-depth knowledge of appropriate products and their applications based on division.
• Utilize QAD (ERP) to input, update, and correct purchase orders and other data related to sales, inquiry, delivery, inventory, product location, and shipping status.
• Maximize selling time for the sales team by fielding and resolving issues related to shipping, inventory, and transit times.
• Drive accuracy during order entry and standardize operation procedures to improve customer satisfaction and inventory accuracy.
• Perform other tasks as assigned.