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Customer Success Representative II

OSG USA, INC. is a leading manufacturer of taps, endmills, drills, and indexable cutting tools. OSG also serves the fastener industry by offering a complete line of thread rolling, flat, cylindrical, and planetary, rack and trim dies. The company markets its products to numerous industries including automotive, die mold, aerospace, energy, heavy industry and dental.

Position Summary:

OSG USA, INC. is seeking an experienced and customer-focused Customer Success Representative II to join our growing team. In this role, you will play a key part in delivering exceptional service and support to our customers by processing orders, handling inquiries, and resolving issues with efficiency and professionalism. You will be responsible for managing communication across multiple channels—including phone, email, fax, and chat—while ensuring accuracy and satisfaction at every stage of the customer experience. This position requires strong organizational skills, attention to detail, and a solid understanding of customer service principles and industry practices.

Job Functions for a Customer Success Representative II:

Receives, researches, and responds to all customer inquiries, requests and complaints regarding accounts, products, and pricing, via phone, fax, email and chat
Provide Customer Service by answering incoming customer calls, follows up on customer inquiries solving problems, and doing order follow-up
Performs all clerical and order entry requirements; Creates and maintains computer files; Process routine reports as required
Notifies leadership of potential problem areas
Performs in a manner that will prevent errors and omissions; Assures compliance with policies, procedures, and regulations
(10%-40% of catalogue knowledge of standard product features (coatings)/identify slight differences within features/prices/delivery time/various promotional services and provide minimal standard product recommendations). Knowledge of some standard product line, prices, delivery time, and various promotional services, and provide some standard product recommendations
Responsible for more advance and complex orders such as Atom orders
Process Electronic orders submitted by web and EDI
Process Export orders and documents
Process yearly/annual return requests/authorization and shipment errors when received via phone, fax or email
Performs other allied duties as assigned by leadership

Minimum Qualifications for a Customer Success Representative II:

High School Diploma, GED, or equivalent
Experience providing customer support for physical products (not services), 2-4 years
Excellent English and grammar skills required to communicate orally and written externally to customer and internally towards innovators and management
Professional telephone voice/manner with ability to operate computer/telephone equipment and manage a multitude of tasks
Experience with computers, especially MS Office Suite products

Preferred Qualifications for a Customer Success Representative II:

Previous experience in the industrial tooling industry

Benefits: Excellent, Low-Cost Benefits

401K Tax Deferral & Profit-Sharing Plan with full employer match up to 6%
Comprehensive Premium PPO medical plan, dental and vision coverage
Wellness Program Incentive - earn a discount on your medical premiums
Flexible Savings Account (for medical and dependent care)
Company-paid Employee Basic Life/Dependent Life Insurance
Company paid Short Term and Term Disability Insurance
Begin accruing vacation immediately
Up to 15 PTO days in your first year
Up to 3 Flex days each year
10 paid holidays
Tuition reimbursement program
Employee Assistance Program

Physical Working Demands:

To perform the duties of this job, an individual must be able to read, write, understand and communicate by telephone using the English Language.
While performing the duties of this job, the employee is regularly required to sit for long periods of time (3-4 hours at a time). The employee is frequently required to use hands for typing, 10-key operation, telephone dialing, feeling objects, tools, or controls. Must be able to talk and hear.
Specific vision abilities required to this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. The employee is regularly required to enter information into a computer.

Compensation Type:

$22-$25 hour depending on experience + monthly bonus potential

Reports to: Customer Success Manager

Job Type: Full-time, Non-Exempt

Hours: 9 a.m. - 6 p.m. Monday - Friday, hybrid work schedule
Location: OSG USA, Inc., 620 Stetson Avenue, St. Charles, IL 60174

We welcome the opportunity to speak with you about becoming part of our team. Learn more about OSG USA, Inc. at www.osgtool.com.

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Customer Success Representative II at OSG USA – St. Charles, Illinois

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