Customer Service Associate

Brief Description

SSP is the largest single-site, vertically integrated supplier of fittings, valves, and tubing systems in the industry. For 100 years, we’ve been a trusted leader in innovation and manufacturing. As a third generation, privately owned company, our mission is clear: to build trust with our customers while investing in our most valuable asset—our associates. Recognized as a Top Workplace, we bring together talented people, cutting-edge technology, efficient processes, and a commitment to safety to deliver extraordinary results. Guided by our core values of Truthfulness, Resourcefulness, Unity, and Execution (TRUE), SSP is a company where you can grow, contribute, and thrive. Our collaborative environment is built on trust, respect, and a shared drive to achieve extraordinary results. Together, we’ll shape the future of our industry—one TRUE step at a time!

Summary / Objective

The customer service representative is the interface between our organization and our customers. This person is responsible for processing all orders, developing quotes, and handling all quality issues. The purpose of this role is to create an environment for our customers to have seamless transactions.

Essential Functions

• Fielding phone calls and emails from customers and order processing
• Listen to customers’ questions and concerns, and provide answers and/or solutions
• Able to generate quotes and assist in sales leads via Salesforce
• Maintain a case response time with company targeted guidelines
• Participate in daily and weekly meetings
• Able to open / close and enter details connected to cases in Salesforce
• Provide information about products and services
• Able to follow internal processes related to case flow and follow up
• Comply with US export regulations
• Maintain a professional work environment by following company guidelines
• Perform additional tasks assigned by manager

Skills / Competencies / Qualifications

• Proficient in Microsoft Office Applications (Strong Excel skills)
• Proficient use in Salesforce
• Strong written and verbal communication skills (customer service)
• Knowledge of Quality ISO procedures and Lean Standard Work (Preferred)
• High School Diploma or GED
• 1+ years’ customer service experience. Experience working with a manufacturer of industrial products, preferred

Why Work at SSP?

• Comprehensive Medical Coverage: Medical, dental, vision, accident, and company paid life insurance
• Generous Time Off: Paid Time Off (PTO) and paid holidays to support your work-life balance
• Flexible Scheduling: Compressed work week options for a better work-life fit
• Profit Sharing: Annual bonus to reward your contributions
• On-Site Healthcare: Free access to Cleveland Clinic services for all employees
• Wellness Resources: On-site wellness coach, fitness center, and gym reimbursement
• Convenient Amenities: On-site market with fresh food and beverages
• Work Perks: Shoe reimbursement, milestone rewards, and employee engagement events like picnics, holiday luncheons, and annual Thanksgiving turkeys
• Secure Retirement: 401k/Roth plans with company matching and 100% vesting after just 90 days
• Child Care Discounts: 10% off at any KinderCare location for just being employed

Affirmation

It is the employer’s policy that equal employment opportunities be available to all employees and applicants without regard to race, sex (including pregnancy, childbirth, and related medical conditions), age, color, religion, national origin, ancestry, military or veteran status, disability, genetic information, or any other status protected by federal, state, or local law.