Customer Success Specialist 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:

The Customer Success Specialist I plays an integral role by creating sales by identifying client needs. Processes repeat special orders and repeat quotations and fulfills customer requirements ensuring satisfaction. Provides customers with knowledge of the tooling concepts and procedures. Relies on pre-established guidelines to perform the functions of the job. Performs multiple complicated tasks. Expected to work independently.

Job Functions for a Customer Success Specialist I:

• Provides front-line service by answering incoming customer calls, solving problems, and doing order follow-up
• Identifies, develops and manages large end user accounts to sell products based on client needs, enhancing client relationships. Create sales by using consultative approach
• Generates new leads for outside sales team
• 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
• Provides some technical recommendations on product
• Develops and maintains the Department's and Organization's image and corporate philosophy in the community
• Establishes a professional relationship with the customers. Obtain full comprehension of the product line in order to present quality information and provide technical assistance
• Processes low complexity special item customer orders
• Performs other allied duties as assigned by leadership

Minimum Qualifications for a Customer Success Specialist I:

• High School Diploma, GED, or equivalent

• 2 years of experience in the tooling industry with advance knowledge of cutting tools

• Previous customer service experience 4+ years

• 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

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

• Ability to learn and retain required product knowledge when presented and tested

• Ability to perform complex mathematical equations and calculations

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

Preferred Qualifications for a Customer Success Specialist I:

• Previous experience with ERP systems

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:

• $25-$29 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.