Customer Service Specialist

Company Description

As a Business Unit of Syntegon Technology, Osgood Industries, LLC. is a multi-million dollar, growth-oriented organization for packaging machinery. Established in 1978, Osgood was privately owned for more than 40 years and is well-known in the packaging industry. At this location in Oldsmar, FL, we design and manufacture packaging machines for food and a broad spectrum of products. In addition, we build complete line solutions and provide comprehensive after sales services. The facility includes engineering, manufacturing, assembly, R&D/testing lab, management, sales & marketing, administration and service.

Job Description

Position Summary:

This position manages incoming customer quotes, order requests or questions by phone and/or email.  Evaluate, quote, process, and expedite the requests and questions in a manner that ensures customer satisfaction while meeting company revenue and profit goals. 

Essential Functions:

• Proactively sells spare parts for our existing and future installed machine base.
• Maintains customer database.
• Responds to customer inquiries and provides solutions.
• Consults with customers to discuss use and features of various parts.
• Advises customer on substitution or modification of part when replacement is not available.
• Utilizes ERP system for order entry and reference information.
• Provide customers with accurate part pricing quotations and order confirmations.
• Examines returned parts to determine further action.
• Marks and stores parts in stockroom according to company’s standard operating procedures.
• Provides feedback to the company regarding service failures or customer concerns.
• Reviews/processes requisitions of replacement parts and supplies.
• Monitors part deliveries for accuracy and “on-time” delivery.
• Monitors warranty items.
• Checks order postings for errors.
• Oversees shipment of parts to customer's location.
• Works with Documentation Department to update parts catalogs, manuals, and related documentation.
• Releases parts data and documentation to authorized department(s).
• Assists in determining adequate spare parts inventory requirements for customers.

Qualifications

Minimum Requirements:

• Must have an understanding of mechanic and electronic equipment / machinery required.
• 3+ years’ experience in customer support role

Preferred Qualifications:

• Ability to manage and resolve customer conflicts or issues.
• Excellent written and verbal communication skills.
• Strong organization and time management skills.
• Ability to build relationships with internal and external customers.
• Skilled at working in a fast-paced and changing environment.
• Ability to complete work with minimal supervision.
• Experience reading technical documents.
• Knowledge and experience working with ERP, MRP systems.

Additional Information

Syntegon Technology is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) Initiatives

• FIRST Robotics (For Inspiration and Recognition of Science and Technology)
• AWIM (A World In Motion)

By choice, we are an Equal Opportunity Employer committed to a diverse workforce.

All your information will be kept confidential according to EEO guidelines.

NOTE: All official Syntegon job postings can be found at www.syntegon.com.  Successful candidates asked to participate in the hiring process should expect to speak to the hiring team by telephone and in person at one of our Syntegon office locations (Decatur, Oldsmar, Raleigh, New Richmond, Minneapolis and Allendale) prior to the job offer.

The expected compensation range for this position is between $18 - $22/hour based on a full-time schedule.  

Compensation for roles at Syntegon varies depending on a wide array of non-discriminatory factors including but not limited to the specific office location, role, degree/credentials, relevant skill set, and level of relevant experience.  At Syntegon, compensation decisions are dependent on the facts and circumstances of each case.  Total rewards at Syntegon include salary + bonus (if applicable) + benefits.

 The welfare of our employees’ matters to us. Therefore, Syntegon offers a generous and attractive benefits package that meets our employees’ needs.

Benefits:

• 401(k) – attractive employer match
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term Disability Insurance – Employer paid
• Identity T