Customer Service Lead jobs in Duluth, MN

The Customer Service team is responsible for providing exceptional customer service and support to core accounts and the Sales department.

This will include generating quotes, directing / taking incoming calls, providing follow up with customers, maintaining customer relationships and answering questions, researching products and pricing, proactively make sales calls to customers suggesting add on sales.

They will also respond to website sales inquiries and share leads with sales team. They will also perform and review various reports with accuracy to maintain customer business.

Essential Duties and Responsibilities :

• Provide exceptional customer service to all internal and external customers
• Field incoming calls to assist with product research and pricing, quote generation, order creation and confirmation, tracking shipments, backorder information and open order processing
• Create accurate orders in ERP system providing customer with order confirmation
• Communicate with vendors and purchasing to maintain inventory of products for orders and stock quantities
• Assist with Ecommerce ordering creating quick lists
• Handle customer complaints with regards to orders / products that are missing, delayed or damaged
• Work with vendors to determine accurate lead times for products that are not in stock
• Enter contract pricing or special pricing for products as applicable
• Help sales in creating sales value document
• Review various reports such as GM, Open Order edit list, price override, etc. resolve discrepancies, and report back to Customer Experience Manager
• Assist in On-boarding and Off-boarding customers
• Complete bid package proposal for customers using company standardized quote package template

Other Responsibilities :

• Assist billing as needed by sending invoice copies and answer simple billing inquiries
• Serve as back up for Counter Sales when needed
• Perform other job duties as assigned by supervisor.
• Complete required vendor training modules, such as Miller Masters, Hypertherm Sales Pro, Lincoln, etc. and participate in onsite Vendor training sessions

Education, Experience and Skills :

• High School diploma or equivalency
• 2 years customer service experience required
• 2 years of experience working in an ERP system.
• Basic knowledge of welding and gases industry preferred
• Must be a team player and works well with others
• Proficient computer skills in Microsoft Office Suite and previous ERP experience required
• Possess good reasoning skills making decisions based upon facts, good math aptitude, and have high attention to detail
• Must be organized and have ability to multitask helping walk-in customers, phone calls and internal employees
• Demonstrate professionalism, excellent interpersonal skills, and the ability to adjust and interact with all levels of personnel

Equipment Used :

• Forklift, 2-wheel dollies, liquid carts and pallet jacks
• Standard office equipment, computer programs and technical manuals
• Handle various hand and power tools such as drills, screwdriver, box cutters, scanners, etc.
• Safety gear such as safety boots, safety glasses, gloves, etc. as applicable

Job Specifications / Requirements :

Ability to sit 5 to 6 hours a day with little walking, standing and lifting / carrying. Frequent twisting, bending, reaching, grasping and repetitive motions;

extended sitting beyond 6 hours may occur, occasional lifting of 20-25lbs is required, may at times lift up to 75lbs. Reoccurring Pushing / pulling of 25lbs up to 75lbs.

Ability to work in moderately warm or cold conditions where high noise levels are possible. Willingness to travel as necessary for store coverage, training, seminars and customer site visits.

Who is OSC?

Oxygen Service Company is an industrial distribution company that has been providing solutions for our customer’s gas, welding and automation needs since 1959.

We are based in Minnesota with multiple locations that serve businesses within MN, WI, ND, SD, and IA. With being 100% Employee Owned since 1993, we have a unique culture that creates accountability and fosters engagement amongst our employees.

All of us share consistent values of honesty and integrity that are exhibited through the company’s core values. Join our team to be a part of an employee-owned company and an organization that is focused on serving its customers and employee owners!

Why Work for OSC!

Employees have the opportunity every day to directly impact the success of the business. This is felt through the employee-ownership culture.

OSC offers a comprehensive, competitive benefits package from health insurance to employee fun and activities. Some of the unique benefit offerings include Retirement 401(k) & Employee Stock Ownership Plan, Community Connection, Health Benefits, Wellness Program, Career & Education Development, Company Involvement and much more! Check us out at oxygenservicecompany.com!

Oxygen Service Company is committed to providing equal employment opportunity to all applicants and employees regardless of their race, traits associated with race, color, religion, gender, age, national origin, disability, military service, protected veteran status, genetic information, sexual orientation, gender identity or any other characteristic protected by federal, state or local law.

Last updated : 2024-04-09