Technical Customer Success Specialist

OTC Industrial; Salt Lake City (UT); On-site; USD 34,000 - 41,000; Full time

Job summary

OTC Industrial is seeking a Customer Service Rep 2 to serve as the primary customer contact and ensure superior service levels. You will handle inquiries, quotes, returns and orders with accuracy, while leveraging ERP/CRM systems and vendor portals.

You will gain product knowledge, assist with shipments, and collaborate with sales and management to drive customer satisfaction and sales opportunities. The role emphasizes teamwork, problem-solving, and effective communication in a fast-paced

Qualifications

• Associate Degree or equivalent from two-year College or technical school; or High School Diploma with three (3) years related experience.
• Preferred experience in industrial distribution or related field.
• Excellent customer relation and problem-solving skills.
• Strong verbal, written, and interpersonal communication skills.
• Detail oriented with accurate data entry skills.
• Capable of independent work and as a team member.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook, Teams).
• Ability to understand written and oral English and use computer, email, spreadsheets and look up documents online.

Responsibilities

• Serves as a primary contact for customers, assuring superior service levels.
• Timely processing and communication of inquiries, quoting, returns and orders.
• Knowledge of account requirements and ability to get results for customers.
• Gain specialized technical knowledge about products and applications.
• Maintain knowledge of and utilize vendor portals.
• Maintain record keeping in ERP and CRM.
• Gather and provide information to sales and management teams.
• Collaborate with associates and departments; be a team player.
• Provide troubleshooting assistance; assist with shipment issues; resolve product-related problems.
• Follow up with customers to ensure issues are resolved to their satisfaction.
• Be familiar with approved suppliers for goods and services.
• Collaborate on quotes for products/services with customers/outside sellers.
• Review pricing records and suggest pricing to Account Managers and Pricing team.
• Understand and adhere to internal playbooks.
• Create and update product and customer records.
• Upsell and cross-sell OTC products.
• Handle advanced order entry including non-standard stock orders.
• Perform any other tasks as assigned by lead/manager.

Skills

Customer service

Problem solving

Communication

Team player

Detail oriented

Microsoft Office

Education

Associate degree or equivalent

High school diploma with 3 years related experience

Tools

Microsoft Office Suite (Excel, Word, Outlook, Teams)

Job description

OTC Industrial is seeking a Customer Service Rep 2 to serve as the primary customer contact and ensure superior service levels. You will handle inquiries, quotes, returns and orders with accuracy, while leveraging ERP/CRM systems and vendor portals.

You will gain product knowledge, assist with shipments, and collaborate with sales and management to drive customer satisfaction and sales opportunities. The role emphasizes teamwork, problem-solving, and effective communication in a fast-paced