Industrial Customer Success & Solutions Specialist

OTC Industrial Technologies; Newington (CT); On-site; USD 34,000 - 41,000; Full time

Job summary

OTC Industrial Technologies in Newington, CT seeks a Customer Service Rep to be the primary liaison for customers, ensuring timely responses, quotes, returns, and orders, and to develop product and application knowledge.

You will use ERP and CRM systems, collaborate with sales, and assist with shipments, pricing reviews, and upselling. A two-year degree or equivalent plus related experience is preferred; strong communication and data entry skills are required.

Qualifications

• Associate Degree or equivalent from two-year College or technical school; or High School Diploma with three (3) years related experience.
• Preferred experience and knowledge of related field of industrial distribution.
• Excellent customer relation and problem-solving skills.
• Strong verbal, written, and interpersonal communication skills.
• Detail oriented, including accurate data entry skills.
• Capable of working independently, as well as a team member.
• Interact with co-workers with a positive attitude to maintain a friendly and productive work environment.
• Must be proficient in Microsoft Office Suite (Excel, Word, Outlook, Teams).
• Ability to understand written and oral English and be proficient with computer, email, spreadsheets and look up documents online.
• Ability to meet the physical requirements of the job.
• Ability to work in environments that may include: Moving mechanical parts, fumes or airborne particles, painting chemicals and solvents, electrical equipment.

Responsibilities

• Serves as a primary contact for customers, assuring superior customer service levels are met and exceeded.
• Timely processing and communication of all inquiries, quoting, returns and orders.
• Knowledge of account requirements and special situations; the ability to get results for customers.
• Gain specialized technical knowledge about our products and applications.
• Maintain knowledge of and utilize vendor portals.
• Maintain appropriate record keeping in ERP and CRM.
• Gather and provide information to sales and management team.
• Work cooperatively with other associates and departments; be a Team player.
• Provide trouble-shooting assistance; assist with shipment issues; resolve product related problems.
• Follow up with customers to ensure that issues are resolved to their satisfaction.
• Be familiar with approved list of suppliers for goods and services.
• Internal and external collaboration on quotes for products/services with customers/outside sellers
• Review pricing records and make suggestions to Account Managers and Pricing team to get the sale of our products to our customers.
• Understand and Adhere to the 80/20 playbook.
• Must be able to create and update product and customer records
• Upselling and Cross selling of OTC's product profile.
• Advanced order entry duties including non-standard stock orders (BL, JIT and kitted products).
• Any other tasks as assigned by lead/manager.

Skills

Customer service

Communication

Problem solving

Detail oriented

Team player

Independent work

Adaptability

Education

Associate degree or equivalent

High school diploma + 3 years related experience

Industrial distribution knowledge (preferred)

Tools

Microsoft Excel

CRM software

ERP systems

Vendor portals

Job description

OTC Industrial Technologies in Newington, CT seeks a Customer Service Rep to be the primary liaison for customers, ensuring timely responses, quotes, returns, and orders, and to develop product and application knowledge.

You will use ERP and CRM systems, collaborate with sales, and assist with shipments, pricing reviews, and upselling. A two-year degree or equivalent plus related experience is preferred; strong communication and data entry skills are required.