Customer Success Representative III

OSG

Illinois

Hybrid

USD 33,000 - 39,000

Full time

6 days ago

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Benefits offered by this job

401K match

Premium PPO

Wellness incentive

FSA

Life Insurance

Disability Insurance

PTO 15 days

Flex days

Holidays 10

EAP

Job summary

OSG USA, Inc. is a leading manufacturer of taps, endmills, drills, and indexable cutting tools with a broad customer base across automotive, aerospace, energy, and more.

The Customer Success Representative III role focuses on order processing, problem solving, and building strong relationships with end users. The position requires 4+ years in customer support and strong English communication, with a hybrid work schedule and base pay of $24.00-$28.00 per hour plus monthly bonus potential.

Qualifications

High School Diploma, GED, or equivalent.
4+ years of customer support experience for physical products.
Excellent English and grammar skills required to communicate orally and written externally to customer and internally towards innovators and management.
Professional telephone voice/manner with ability to operate computer/telephone equipment and manage a multitude of tasks.
Experience with computers, especially MS Office Suite products.
Previous experience supporting the training of other team members.
Ability to maintain required product knowledge while continuing to learn and apply new skills as industry develops.
Ability to perform complex mathematical equations and calculations.
Ability to perform multiple tasks in a professional and timely manner.

Responsibilities

Provides front-line service by answering incoming customer calls, solving problems and doing order follow-up.
Establish a professional relationship with the customers and special end user accounts as required.
Identifies, develops and manages large end user accounts for standard items to sell products based on client needs, enhancing client relationships.
Obtains full comprehension of the product line in order to present quality information and provide some technical assistance.
Generates new leads for the outside sales team. Creates sales by using a consultative approach.
May process customer orders as needed.
Receives, researches and responds to customer inquiries regarding technical issues and product quality.
Leads and is the main contact for processing electronic orders submitted by EDI.
Supports training of other team members.
Performs other allied duties as assigned by leadership.

Skills

Customer service

English proficiency

Problem solving

Education

High school diploma

Tools

MS Office

Job description

Location 620 Stetson Avenue,Saint Charles, IL, 60174,United States
Base Pay $24.00 - $28.00 / Hour
Employee Type FT Non-Exempt
Required Degree High school

OSG USA, INC.is a leading manufacturer of taps, endmills, drills, and indexable cutting tools. OSG also serves the fastener industry by offering a complete line of thread rolling, flat, cylindrical, and planetary, rack and trim dies. The company markets its products to numerous industries including automotive , die mold , aerospace , energy , heavy industry and dental .

Position Summary:

The Customer Success Representative III plays an integral role by processing orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction. Familiar with a variety of the field's concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. A good degree of creativity and latitude is expected.

Job Functions for a Customer Success Representative III:

Provides front-line service by answering incoming customer calls, solving problems and doing order follow-up. Establish a professional relationship with the customers and special end user accounts as required.

Identifies, develops and manages large end user accounts for standard items to sell products based on client needs, enhancing client relationships. (40%-75% of catalogue knowledge of standard product features/identify slight differences with features, prices, delivery time and various promotional services as well as provide minimal standard product recommendations).

Has knowledge of products and parts for specific large end user accounts. Obtain full comprehension of the product line in order to present quality information and provide some technical assistance.

Generates new leads for the outside sales team. Creates sales by using a consultative approach. May process customer orders as needed.

Receives, researches and responds to customer inquiries regarding technical issues and product quality.

Identifies needs and makes recommendations regarding revisions to policy and procedure. Assures compliance with policies, procedures, and regulations.

Develops and maintains the Department’s and Organization’s image and corporate philosophy in the community.

Leads and is the main contact for processing electronic orders submitted by EDI.

Supports training of other team members.

Performs other allied duties as assigned by leadership.

Minimum Qualificationsfor a CustomerSuccessRepresentative III:

High School Diploma, GED, or equivalent.

4+ years of customer support experience for physical products.

Excellent English and grammar skills required to communicate orally and written externally to customer and internally towards innovators and management.

Professional telephone voice/manner with ability to operate computer/telephone equipment and manage a multitude of tasks.

Experience with computers, especially MS Office Suite products.

Previous experience supporting the training of other team members.

Ability to maintain required product knowledge while continuing to learn and apply new skills as industry develops.

Ability to perform complex mathematical equations and calculations.

Ability to perform multiple tasks in a professional and timely manner.

Preferred Qualificationsfor a CustomerSuccessRepresentative III:

Previous experience in the industrial tooling industry.
401K Tax Deferral & Profit-Sharing Plan with fullemployer match up to 6%
Comprehensive Premium PPO medical plan, dental and vision coverage
Wellness Program Incentive - earn a discount on your medical premiums
Flexible Savings Account (for medical and dependent care)
Company-paid Employee Basic Life/Dependent Life Insurance
Company paid Short Term and Term Disability Insurance
Up to 15 PTO days in your first year
Up to 3 Flex days each year
10 paid holidays
Employee Assistance Program

Physical Working Demands:

To perform the duties of this job, an individual must be able to read, write, understand and communicate by telephone using the English Language.
While performing the duties of this job, the employee is regularly required to sit for long periods of time (3-4 hours at a time). The employee is frequently required to use hands for typing, 10-key operation, telephone dialing, feeling objects, tools, or controls. Must be able to talk and hear.
Specific vision abilities required to this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. The employee is regularly required to enter information into a computer.

Compensation Type: