Customer Service Representative

Customer Service Representative

OMG Inc. is a leading manufacturer of fastening products and technologies for the commercial roofing and construction industries worldwide. Headquartered in western Massachusetts, OMG is an equal-opportunity employer prioritizing the safety of our employees and customers. The company values integrity, teamwork, diversity, trust, respect, commitment, and a passion for excellence. OMG is a global company operating manufacturing facilities in Massachusetts, Illinois, and Minnesota.

Position Overview

OMG currently operates in two Divisions: OMG Roofing Products and FastenMaster. OMG Roofing Products is a leading global manufacturer and supplier of value-added components for the commercial roofing industry. The FastenMaster Division manufactures and markets innovative, premium quality wood-to-wood fasteners that are engineered to enable professional contractors to complete building projects safer, faster, and easier. The Customer Service Representative builds and maintains business relationships with the sales team and clients by providing prompt, friendly, and accurate responses to customer inquiries, in addition to placing orders, processing returns, and resolving complaints to promote a brand experience. This key position must be a strong communicator, manage their time efficiently, possess strong organizational skills, and above all, be an enthusiastic team player.

Position Responsibilities

• Promote safety as the number one priority of all OMG employees.
• Maintain a positive, and professional attitude toward customers always.
• Promptly respond to customer phone calls and emails and anticipate customer needs.
• Maintain an in-depth knowledge of appropriate products and their applications based on division.
• Utilize QAD (ERP) to input, update, and correct purchase orders and other data related to sales, inquiry, delivery, inventory, product location, and shipping status.
• Maximize selling time for the sales team by fielding and resolving issues related to shipping, inventory, and transit times.
• Drive accuracy during order entry and standardize operation procedures to improve customer satisfaction and inventory accuracy.
• Perform other tasks as assigned.

Position Requirements

• High school diploma
• 1-3 years experience in a call center, customer, or client support environment.
• Adherence to all compliance and auditing requirements when processing orders, applications, returns, and requests.
• Support the Regional Managers and Field Sales Representatives with reporting, pricing inquiries, purchase order entry, and customer support.
• Identify continuous improvement opportunities in processes and make recommendations that improve the efficiency of the overall customer service process.
• Partner with cross-functional teams as necessary to meet required business and customer needs.
• Strong PC skills including experience with MS Office Suite and familiarity with ERP systems and proficiency in CRM systems, Salesforce preferred.
• Analytical thinker with a knack for creative resolutions and strong problem-solving skills.
• Skilled in effective verbal and written communication.
• Ability to multi-task, organize, prioritize, and manage time effectively.

Physical Requirements

• Ability to stand, walk, and sit for long periods of time; talk and hear, both in person and by telephone; handle or feel objects or controls, reach with hands and arms; and occasionally lift/push/pull/carry up to 25 pounds.

Must be able to complete all essential job functions listed in the position responsibilities, with or without reasonable accommodation.

Benefits

• Robust safety team to prioritize your safety
• Medical, dental, vision coverage
• Life insurance, short term and long term disability, etc.
• 401(k) and Roth IRA options, with company match, after 30 days
• Paid holidays no waiting period
• Multiple bonus opportunities, such as referrals
• Tuition reimbursement
• Wellness membership reimbursement
• Career advancement opportunities
• Employee recognition programs
• Summer BBQ's, transparent communication, health & wellness challenges, and many other employee events
• Financial wellness program
• Raffles, OMG gear, prizes and more!