Customer Success Representative I

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:

OSG USA, INC. is seeking an experienced and customer-focused Customer Success Representative I to join our growing team. In this role, you will play an integral role by processing orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction. Has knowledge of commonly-used concepts, practices, and procedures within a particular field

Job Functions for a Customer Success Representative I:

• Receives, researches, and responds to all customer inquiries, requests and complaints regarding accounts, products, and pricing, via fax and phone email and chat
• Provide Customer Service by answering incoming customer calls, follows up on customer inquiries solving problems, and doing order follow-u
• Performs all clerical and order entry requirements; Creates and maintains computer files; Process routine reports as required
• Notifies leadership of potential problem areas
• Performs in a manner that will prevent errors and omissions; Assures compliance with policies, procedures, and regulations
• (0%-10% of catalogue knowledge of standard product features and various promotional services)Minimal Familiarity with product line, prices, delivery time, and various promotional services surrounding list numbers
• Process Electronic orders submitted by web and EDI
• Process return requests, credits, shipment errors when received
• Performs other allied duties as assigned by leadership

Minimum Qualifications for a Customer Success Representative I:

• High School Diploma, GED, or equivalent
• 0-2 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

Preferred Qualifications for a Customer Success Representative I:

• Previous customer service experience
• Previous experience in the industrial tooling industry

Benefits: Excellent, Low-Cost Benefits

• 401K Tax Deferral & Profit-Sharing Plan with full employer 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
• Begin accruing vacation immediately
• Up to 15 PTO days in your first year
• Up to 3 Flex days each year
• 10 paid holidays
• Tuition reimbursement program
• 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:

• $20-$22 hour depending on experience + monthly bonus potential

Reports to: Customer Success Manager

Job Type: Full-time, Non-Exempt

Hours: 9 a.m. - 6 p.m. Monday - Friday, hybrid work schedule

Location: OSG USA, Inc., 620 Stetson Avenue, St. Charles, IL 60174

We welcome the opportunity to speak with you about becoming part of our team. Learn more about OSG USA, Inc. at www.osgtool.com.