Customer Service Administrator

Nexstep Commercial Products

Position Title: Customer Service Administrator

Location: Springfield, Ohio

Reports to: Customer Service Director

Employment Type: Full-Time

About Us:

Nexstep Commercial Products, exclusive licensee of O-Cedar, is the most recognized name in cleaning tools in the United States. Nexstep provides our customers with innovative, top-quality products at very competitive prices while offering world-class customer service. It is the commitment of the associates of Nexstep to make cleaning quicker and easier for today’s operators/end users.

Position Overview:

We are currently seeking a friendly, team-oriented individual with outstanding communication and problem-solving skills to join our team. This is a full-time (8:30am – 5:00pm), permanent and in-person position located in Springfield Ohio.

Key Responsibilities:

• Manage the Customer Service department, fill-in for positions during any/all absences.
• Hiring and training as needed, creating & updating training manuals/various tools for all CS positions and ensuring proper processes followed.
• Responsible for tracking and maintaining departments productivity, ensuring meeting PO processing timeframes & following all aspects of company policies.
• Handling escalated complaints/issues with customers.
• ERP system data maintenance for customer & sales details, including new account set-up, customer memos/contacts/ship-to’s/ship via, paperless office & ongoing maintenance as needed.
• Perform/assign updates to ERP system’s customer pricing as needed, including creating/coordinating imports with Tech for price increases.
• Distribute communications to customers including; pricing, new customer welcome letters, advance potential stocking outages, and facility closure(s).
• Handle creating quotes/customer specific pricing requests from Sales; variety of queries and data analysis for department and upper management.
• Coordinate all Customer Service department meetings, in-person & Teams, compiling/distributing notes.
• Work with IT Department on projects as needed and track through to completion.
• Become an expert and valuable resource on our products, policies and procedures.
• Reports directly to VP Sales & Marketing communicating department’s status/needs and acquire approval for any process/procedure changes & requests.

Qualifications:

• Experience managing a collaborative team, with at least 2 direct reports.
• Strong organizational skills with rigorous attention to detail, accuracy and productivity.
• Demonstrated skill in working on and balancing multiple projects based on priority.
• Strong computer skills using Microsoft Suite.
• Sage or other ERP system experience required; EDI experience preferred.
• Effective written and verbal skills communicating through email, phone and Teams calls.
• Demonstrated listening and problem-solving skills and positive approach in dealing with issues.
• Outstanding interpersonal skills and experience collaborating with all departments in a spirit of teamwork to achieve company goals.
• Comfortable in a fast-paced environment with time-sensitive demands.