Customer Service Specialist

WHO WE ARE:

Oasis Grower Solutions, a division of Smithers-Oasis Company, specializes in solving problems.  True to our roots as propagation media pioneers, we’re driven by the real-world needs of the people and the industries we serve. Through our innovative products and services, we help our customers improve quality, efficiency, profitability and success.

From Floriculture and Controlled Environment Agriculture (CEA) to Nursery and AgBiotech, our team is there. When breeders, propagators, growers and researchers share their challenges, we listen and respond. The way we see it, every problem is an opportunity for innovation that confirms our purpose and helps you succeed.

To learn more about us, please visit oasisgrowersolutions.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 be based at one of our manufacturing facilities in Kent, OH.  The Customer Service Specialist is responsible for being the customer advocate while consistently representing Oasis Grower Solutions/BIO businesses 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; the focus is on providing both internal and external customers with superior service and 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; the ability to take ownership and to know when to escalate an issue to the Production Manager 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 domestic and international 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 Production Manager.


• 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.


• Special projects may be assigned depending on business requirements.


• Leads, participates in and supports Oasis Grower Solutions and BIO 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 required; bachelor’s degree in related field preferred


• An individual with 3-5 years of related experience in a customer contact role or a combination of education and experience


• An individual with excellent communication (both verbal and written), customer service and organization skills


• An individual who can handle multiple tasks with tight deadlines


• An individual with excellent computer skills (Excel, Word, email, etc.); JD Edwards knowledge 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.