The Role
Provides professional customer support through phone, email, and chat; answers inquiries, prepares quotes, enters and updates orders, maintains pricing and account records, and resolves escalated issues. Coordinates with Operations, Engineering, Finance, and Sales to meet customer requirements, contract terms, deadlines, and performance goals. Creates productivity reports, shares product knowledge, and supports complex customer service initiatives and trade shows.
Summary Generated by Built In
- Deliver prompt and professional solutions for customer inquiries via phone, email, online chat, etc.; resolve customer inquiries in timely and accurate fashion to ensure customer satisfaction
- Instruct, implement, and follow standard operating procedures, respond to inquiries, provide quotes, place orders and provide order updates; will handle higher value customers and/or programs, maintain pricing in MRP and work with information services group to maintain.
- Work with Operations, Engineering, Finance, and Sales to provide resolutions to customer problems; escalate customer issues when appropriate
- Maintain a proficient knowledge of all company products and services
- Handle complex and escalated customer service projects and initiatives
- Create and run productivity reports as necessary
- Tracking progress on accounts to ensure that deadlines and company metrics are met as required
- Works with Sales team to deliver the highest level of customer service
- Works in alliance with team members daily to share the workload of the department; required to share any specialty product or account knowledge with team members
- Responsible for ensuring all orders are correctly reconciled prior to order entry per the customers contract and terms of agreement
- Meets any Customer Account Coordinator or KPI related goals that might be established by the Manager
- Attends National trade shows as needed
- High school diploma required
- Three (3) or more years’ experience in customer service position preferred; manufacturing preferred
- Strong communication (verbal and written) and interpersonal skills;
- Critical thinking and problem solving
- Attention to detail
- Proficient in Microsoft Word (Excel, Word, Power Point)
Skills Required
- High school diploma
- Three or more years of customer service experience
- Manufacturing experience
- Strong verbal and written communication skills
- Strong interpersonal skills
- Critical thinking and problem-solving skills
- Attention to detail
- Proficiency in Microsoft Word, Excel, and PowerPoint
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The Company
What We Do
Osborn LLC is a global leader in providing expert mechanical surface treatment and finishing solutions. The company manufactures a comprehensive range of industrial brushes, polishing buffs, compounds, and abrasives used in metalworking, welding, construction, and manufacturing applications. With over 140 years of expertise, Osborn helps industrial customers improve efficiency and product quality through high-performance tools for deburring, grinding, and polishing.
