Customer Success Representative III

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 Representative III plays an integral role by processing orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction. Familiar with a variety of the field's concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. A good degree of creativity and latitude is expected.

Job Functions for a Customer Success Representative III:

• Provides front-line service by answering incoming customer calls, solving problems and doing order follow-up. Establish a professional relationship with the customers and special end user accounts as required.

• Identifies, develops and manages large end user accounts for standard items to sell products based on client needs, enhancing client relationships. (40%-75% of catalogue knowledge of standard product features/identify slight differences with features, prices, delivery time and various promotional services as well as provide minimal standard product recommendations).

• Has knowledge of products and parts for specific large end user accounts. Obtain full comprehension of the product line in order to present quality information and provide some technical assistance.

• Generates new leads for the outside sales team. Creates sales by using a consultative approach. May process customer orders as needed.

• 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.

• Develops and maintains the Department's and Organization's image and corporate philosophy in the community.

• Leads and is the main contact for processing electronic orders submitted by EDI.

• Supports training of other team members.

• Performs other allied duties as assigned by leadership.

Minimum Qualifications for a Customer Success Representative III:

• High School Diploma, GED, or equivalent.

• 4+ 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.

• Previous experience supporting the training of other team members.

• Ability to maintain required product knowledge while continuing to learn and apply new skills as industry develops.

• Ability to perform complex mathematical equations and calculations.

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

Preferred Qualifications for a Customer Success Representative III:

• 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:

• $24-$28 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.