Customer Service Specialist - Kent/Hudson at Smithers-Oasis

WHO WE ARE:

Temprecision International, a division of Smithers-Oasis Company, sells unique temperature control foam products—branded under Temprecision® Foam and ThermaBrick® Refrigerant Bricks—for high and consistent performance, in any temperature-sensitive logistics applications or industries requiring cold chain management.

Our products are used in pharmaceutical, food, and other temperature-assured packaging applications. Our packaging solutions are ideal for companies whose customers require national or global coverage, rapid customization, and product consistency to meet rigorous regulatory requirements.

Temprecision® Foam and ThermaBrick® Refrigerant Bricks are used in more cold chain applications than any single other company’s products in the world.

• Get things done 
• Entrepreneurial 
• Respect for the individual  
• Collaboration 
• Dedication to customer 

To learn more about us, please visit www.temprecision.com and www.smithersoasis.com.

WHAT WE NEED:

We are looking for an enthusiastic and detail-oriented individual to fill the role of Customer Service Specialist.  This position will initially start out at our Kent, OH location and will soon move to our upcoming, new location in Hudson, OH.  The Customer Service Specialist is responsible for being the customer advocate while consistently representing Temprecision International in a positive manner.  The Customer Service Specialist must ensure all customer orders are processed in accordance with customer expectations.  The Customer Service Specialist is responsible for resolution of problems and general inquiries with the focus being to provide both internal and external customers with superior service, thereby adding value to our products. 

Essential duties and responsibilities of this role include (but are not limited to):

• Handles all customer communication in an effective, efficient and positive manner through problem solving skills
• Takes ownership and to knows when to escalate an issue to the Director of Operations 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 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 Director of Operations
• 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
• Handles special projects as assigned based on business requirements 
• Leads, participates in and supports Temprecision International's continuous improvement activities
• Supports and leads by example the Core Values of the organization
• Performs other duties as required

WHO WE ARE LOOKING FOR:

• An individual with a high school diploma or GED is required
• An individual with 3 to 5 years of related experience in a customer contact role or a combination of education and experience is required
• An individual with excellent communication (both verbal and written), customer service and organization skills
• An individual who is able to handle multiple tasks with tight deadlines
• An individual has proficient computer skills using Microsoft Office (Excel, Word, email, etc.)
• An individual with experience using ERP systems such as JD Edwards is a plus
• An individual who is able to stay calm under pressure

WHAT WE OFFER:

• A full-time career with a competitive salary and benefit plan options, paid-time off and an immediately vested company-matched 401k plan
• Our company culture places a high value on integrity and trust, respect, collaboration, and a proper work/life balance
• An opportunity to add value to the organization and build strong professional relationships

This is an onsite position with a work schedule of Monday through Friday from 8am to 5pm.  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.  

Smithers-Oasis is a drug free workplace.  Upon acceptance of a job offer, the candidate will be required to successfully pass a drug screen.