Technical Customer Service & Solutions Specialist

OTC Industrial; Oakwood Village (OH); On-site; USD 34,000 - 41,000; Full time

Job summary

OTC Industrial is seeking a Customer Service Rep in Ohio to serve as the main contact for customers, processing inquiries, quotes, returns and orders. You will gain product knowledge, use ERP/CRM systems, and collaborate with sales to drive satisfaction and sales.

The role requires strong communication, data accuracy, and team collaboration, with opportunities to upsell and handle advanced orders. On-site work in Oakwood Village is expected.

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.
• 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.

Job description

OTC Industrial is seeking a Customer Service Rep in Ohio to serve as the main contact for customers, processing inquiries, quotes, returns and orders. You will gain product knowledge, use ERP/CRM systems, and collaborate with sales to drive satisfaction and sales.

The role requires strong communication, data accuracy, and team collaboration, with opportunities to upsell and handle advanced orders. On-site work in Oakwood Village is expected.