Customer Service Specialist

About the role

Oasis Grower Solutions, a division of Smithers-Oasis Company, is looking for an enthusiastic and detail-oriented individual to fill the role of Customer Service Specialist. This position will be based at one of our manufacturing facilities in Kent, OH. The Customer Service Specialist is responsible for being the customer advocate while consistently representing Oasis Grower Solutions/BIO businesses in a positive manner.

Responsibilities

• Handles all customer communication in an effective, efficient and positive manner through problem solving skills; the ability to take ownership and to know when to escalate an issue to the Production Manager or appropriate Business Manager.
• Effectively communicates with internal and external customers – including, but not limited to Sales, Production, Engineering, Distribution, Purchasing & Logistics
• Processes customer orders via phone and electronically.
• Processes Specialty Job Sheets (SJS) and works with New Product Development (NPD) to process sample orders (internally & externally) while communicating effectively with all parties involved, including properly charging the customers and/or appropriate accounts.
• Utilizes the CRM system to log information regarding new customer leads & opportunities.
• Ensures accurate pricing and terms of sale.
• Responsible for scheduling work orders, planning schedules and assists in purchasing materials for all orders as necessary.
• Assists effort to implement annual price increase acknowledgements for business units as required.
• Enters and updates purchase orders as needed; files completed purchase orders and may contact suppliers and/or logistic companies as needed regarding delivery schedules.
• Schedules domestic and international shipments in accordance with customer expectations and established business rules.
• Assists with modifying & prioritizing schedules to resolve unexpected delays in materials needed, equipment breakdowns, inventory adjustments, etc.
• Analyzes and develops new pricing for all customers while working with the Director of Finance to ensure they align with our business strategies.
• Sets up new customers according to agreements provided by Sales, Business Managers or Production Manager.
• Orders all samples and materials needed for new customers.
• Maintains accurate and orderly customer files; ensure timely filing of required documents.
• Monitors order status by tracking activities necessary for accurate and prompt service to the customer; providing order status to customers as requested.
• Works with distribution, logistics companies and credit department to ensure orders are shipped on time.
• Special projects may be assigned depending on business requirements.
• Leads, participates in and supports Oasis Grower Solutions and BIO continuous improvement activities.
• Supports and leads by example the Core Values of the organization.
• Performs other duties as required.

Requirements

• High school diploma required; bachelor’s degree in related field preferred
• 3-5 years of related experience in a customer contact role or a combination of education and experience
• Excellent communication (both verbal and written), customer service and organization skills
• Able to handle multiple tasks with tight deadlines
• Excellent computer skills (Excel, Word, email, etc.); JD Edwards knowledge a plus
• Able to stay calm under pressure

Benefits

• Full-time career with a competitive salary and benefit plan options
• Paid-time off
• Immediately vested company-matched 401k plan
• Opportunity to add value to the organization and build strong professional relationships

Pay and Schedule

The pay range for this position is $23.28 to $29.30 per hour. There is a potential to earn up to a 5% annual bonus. This is an onsite position with a work schedule of Monday through Friday from 8am to 5pm.